IT Support Engineer

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About the role

POWER A WORLD OF TRUST Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust. Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services. We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up! About Incode Incode is a Series B unicorn ($2 B valuation) rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner® Magic Quadrant™ for Identity Verification, we’re scaling fast. The Impact You’ll Make Everyone in our Mexico City office relies on IT to get their work done. As our IT Support Engineer , you'll be the main onsite contact for escalated (Level 2) issues, handling the more complex problems across identity, laptops and devices, Microsoft 365, collaboration tools, networking, and office technology. Day-to-day support is only part of the role. You'll also work on automation and process-improvement projects that make onboarding, access requests, asset tracking, and ticket routing faster and more reliable. The goal is simple: fix issues when they come up, and improve our processes so they happen less often. What You’ll Own & Drive • Level 2 onsite support — Handle escalated and more complex issues for the CDMX office, across identity, devices, Microsoft 365, collaboration tools, and the office network. • Automation and process improvement — Work on projects that automate onboarding and offboarding, access requests, asset tracking, and ticket routing, so there's less manual work and a better experience for employees. • Okta — Manage user accounts, groups, app assignments, and access policies. • Device management — Manage Mac and Windows devices in Iru (Kandji) and Intune, including enrollment, configuration profiles, compliance policies, and app deployment. • Microsoft 365 and Exchange — Manage licenses, mailboxes, shared mailboxes, distribution groups, and mail flow, and troubleshoot tenant-level issues. • Ticketing — Set up and maintain ticket workflows, queues, SLAs, and the request catalog so requests reach the right person and get resolved on time. • Asset inventory — Keep an accurate, automated record of hardware, software, and licenses, from purchase through reassignment, wipe, and retirement. • Meeting rooms and office technology — Set up and troubleshoot Zoom Rooms, video conferencing, and AV equipment. Support the office network (Meraki access points, switches, and security appliances) and Wi-Fi. Work with Security, Facilities, and outside providers on access control and CCTV. • Local vendors — Find vendors, get quotes, negotiate, create purchase orders, and check invoices and billing. • Documentation and mentoring — Write procedures, runbooks, and help articles, and set guidelines for user administration and security. Support office events and important business activities, and help train Level 1–2 support staff. The Qualities That Set You Apart • You follow through — You stay with an issue until you find the root cause and it's properly fixed. • You look for ways to automate — If a task keeps coming up, yo

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