IT Services Specialist (AI)

Location: Mexico City, Mexico; on-site, after-hours, on-call, and regional travel support may be required.

Company

hirify.global provides AI-powered experience orchestration technology used by more than 8,000 organizations in over 100 countries.

What you will do

• Own complex L2/L3 incidents escalated by the Global Helpdesk and junior Desktop Specialists, maintaining communication and accountability through resolution.
• Provide hands-on and remote support across AMER for Windows and macOS devices, hardware, software, printers, peripherals, networks, VPNs, mobile devices, and collaboration tools.
• Manage device lifecycle activities, onboarding and offboarding, inventory, provisioning, updates, maintenance, and retirement.
• Support Microsoft Intune, Windows Autopilot, mobile endpoint management, AI-assisted diagnostics, automation, endpoint analytics, and zero-touch provisioning.
• Administer ServiceNow, Active Directory, Microsoft Entra ID, Microsoft 365, SharePoint, Zoom, and Microsoft Teams while maintaining accurate asset and software records.
• Guide junior specialists, coordinate with L3/L4 and cross-functional teams, document processes, support regional initiatives, and act as deputy to the team manager when needed.

Requirements

• 4 to 5 years of experience troubleshooting, configuring, maintaining, and repairing computer hardware, software, operating systems, printers, and network connectivity.
• Strong proficiency with Windows 10 or above, Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, Windows Autopilot, VPN clients, and TCP/IP connectivity.
• Ability to independently resolve complex L2/L3 issues and determine when to engage specialist teams.
• Strong customer service, interpersonal, written, and verbal English communication skills, including discretion when supporting executives.
• Experience onboarding, training, mentoring, or providing day-to-day technical guidance to junior team members.
• Ability to work independently with limited guidance while maintaining ownership, prioritization, documentation, and follow-through.
• Experience supporting smartphones and tablets in a managed enterprise environment.
• Working knowledge of IT service management, ticket management, incident escalation, and service-level expectations.
• Ability to collaborate across a global organization and participate in after-hours or on-call rotations and AMER travel when required.
• Commitment to continuous learning, process improvement, AI-assisted support, and automation.

Nice to have

• Experience with macOS, Linux, Jamf, ServiceNow, SharePoint, Microsoft Teams, Zoom, cloud or VoIP telephony, and enterprise audio-visual technologies.
• Knowledge of IT security and access management principles.
• A+ or relevant Microsoft certification and ITIL Foundation certification.
• Experience with hardware procurement, invoice coding, charge-back processes, endpoint analytics, modern endpoint provisioning, automation, or AI-enabled IT service workflows.

Culture & Benefits

• Flexible-first culture within a global organization of nearly 7,000 employees.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and families.
• Compliance with SOX, ISO9001:2008, ISO27001, security, and corporate control requirements is expected.

Hiring process

• Talent Acquisition and the hiring team review applications; selected candidates are invited to a Zoom interview.
• Further stages include meetings with the hiring manager and interview team, with no more than five interviews in most cases.
• Employees who were referred must apply using the referral link provided by the hirify.global employee.