IT Support Engineer (Remote) - Mexico

Location: Remote from Mexico; working hours are 9 am–6 pm EST (New York City time zone).

Company

hirify.global delivers managed IT services focused on client support, complex problem-solving, and reliable technology operations.

What you will do

• Troubleshoot Windows devices, Microsoft 365, network infrastructure, and VoIP systems for multiple clients.
• Manage client communication, build trust, set expectations, and resolve difficult support situations.
• Prioritize and manage the ticket queue, including warm-transfer escalations.
• Create and improve internal knowledge-base documentation.
• Coordinate with clients and vendors to drive incidents through to resolution.
• Collaborate in weekly meetings and team-led training sessions.

Requirements

• Previous experience working for a Managed Service Provider (MSP) and supporting multiple clients in a fast-paced service desk or engineering environment.
• Hands-on experience troubleshooting, configuring, and managing Windows Server, Active Directory, and Group Policies.
• Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP.
• Knowledge of advanced networking principles, including troubleshooting firewalls, switches, and Wi-Fi.
• Experience with Remote Desktop and RemoteApps.
• Strong customer-service, communication, documentation, problem-solving, and collaboration skills.

Culture & Benefits

• Remote work with structured EST business hours.
• Access to modern IT tools and practical documentation.
• Team-led training and exposure to new technology.
• Opportunities for professional growth and initiative.
• Collaborative culture focused on accountability, learning, and customer support.