IT Support Analyst

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 Analyst , you’ll be the first point of contact for IT in the office — the person colleagues come to when a laptop won’t connect, an account is locked, a meeting room won’t start, or a new hire needs to be up and running on day one. You’ll work onsite, resolve Level 1–2 issues across identity, laptops and devices, Microsoft 365, collaboration tools and office technology, and escalate the deeper problems to Level 2 with the context already gathered. The goal is simple: fast, reliable help in person, clean handovers when an issue needs more than you can fix, and an office that runs smoothly every day — with room to grow into deeper Level 2 work as you build depth across our stack. What You’ll Own & Drive • Level 1–2 onsite support — Be the first point of contact for the CDMX office. Gather the right context, resolve common software, hardware, access and connectivity issues on macOS and Windows, and escalate what needs Level 2 with a clear summary, the steps already taken and the evidence collected. Confirm the fix with the person and record it in the ticket. • Identity and access operations — Handle password and MFA resets, account unlocks, and group and app assignments in Okta. Run the onboarding and offboarding checklists end to end, so new hires have their account, apps and laptop ready on day one and leavers’ access is removed on time and confirmed. • Devices and inventory — Prepare, enroll, wipe and reassign Mac and Windows laptops in Iru (Kandji) and Intune. Troubleshoot devices that won’t enroll, show non-compliant or miss an app. Keep the asset inventory accurate from receipt through reassignment and retirement, and keep spares ready so a replacement is never far away. • Microsoft 365 and collaboration tools — Assign and reclaim licenses, create shared mailboxes and distribution groups, and fix common Outlook, Teams and OneDrive issues. Support colleagues on Slack, Zoom and Notion, and escalate mail-flow, security or tenant-level issues to Level 2 with the evidence in hand. • Office technology — Keep Zoom Rooms, AV, Wi-Fi and printers working with a routine of checks, not only when something breaks. Run first-level network troubleshooting and hand the rest to Level 2 or the vendor with clear symptoms. Prepare rooms, guest Wi-Fi and loaner equipment for events and customer visits, and work with Security and Facilities on badges, doors and cameras. • Licenses, vendors and purchasing — Reclaim licenses at offboarding and track renewals. Request and compare quotes, raise purchase requests, check deliveries against orders and flag invoices that don’t match. Keep vendor contacts, warranties and serial numbers where the team can find them. • Service desk practice and documentation — Work the ticket queue in Unthread, our Slack-based service desk: keep tickets updated, prioritize by impact and urgency, and separate one-off incidents from recurring problems. Write short help articles and checklists that reduce repeat tickets, and raise the patterns you see to Level 2. The Qualities That Set You Apart • You diagnose before you fix — You ask what changed, when it started and who else is affected, and you know where to look first. • You follow through — You stay with an issue until the person confirms it’s fixed, even when it crosses teams or vendors. • You stay calm under pressure — A meeting room failing before an important call or a busy office day doesn’t throw you off. • You care about the people you support — A good experience for colleagues matters to you as much as the fix itself. • You communicate clearly — You explain technical things in plain language, in English and Spanish, in person and in writing. • You keep things in order — Tickets updated, checklists current, inventory accurate; you notice recurring issues and raise them. • You’re curious — You want to understand how things work, and you learn from Level 2 to grow into deeper work. Your Background • 3+ years in IT Support, Service Desk or Help Desk roles, including time as the first point of contact for an office — and the ability to work onsite from our Mexico City office . • Identity and access — hands-on, day-to-day operation of Okta or a comparable identity provider: password and MFA resets, unlocks, groups and app assignments, and onboarding/offboarding from a checklist. • Device management — hands-on preparation and support of macOS and Windows laptops in an MDM such as Iru (Kandji) , Jamf or Microsoft Intune : enrollment, app installs, compliance troubleshooting, remote wipe. • Microsoft 365 — user-level administration (users, licenses, shared mailboxes, groups) and troubleshooting of Outlook, Teams and OneDrive. • Se