IT Support Administrator

This is a fully remote position, open to applicants in Mexico.

📋 Description

• **Role Purpose**

• The IT Support Administrator is responsible for overseeing IT systems administration tasks while providing end-user support at Omilia, taking charge of platform configurations, access management, and monitoring system health. This role serves as a connection between IT support delivery and administrative responsibilities, ensuring that both end-user requirements and back-end IT systems are upheld to a high standard.

• **Accountabilities**

• - Manages assigned IT systems administration tasks, including user account management, access provisioning, and SaaS platform configuration.

• - Responsible for resolving IT support requests within SLA and maintaining precise IT documentation.

• - Oversees systems health monitoring, patch compliance, and endpoint security within the assigned scope.

• - Aids in the documentation of IT processes and the continuous improvement of IT operations workflows.

• **Key Responsibilities**

• - Administer identity and access management systems, including user account creation, SSO configuration, and access reviews.

• - Manage administration of SaaS applications such as Google Workspace, Microsoft 365, Okta, and collaboration tools.

• - Address IT support escalations from Tier-1 and handle complex hardware/software troubleshooting.

• - Monitor the health of IT systems, apply patches, and ensure endpoint compliance with Omilia's security policies.

• - Oversee the IT asset lifecycle, including procurement tracking, provisioning, maintenance, and disposal.

• - Create and maintain IT operations runbooks, onboarding/offboarding procedures, and knowledge base articles.

• - Assist with IT security audits and contribute to the collection of compliance evidence.

• - Collaborate with IT Support Engineers on escalated tickets and initiatives for process improvement.

⛳️ Requirements

• **Required:**

• - 3–5 years of experience in IT administration or systems administration.

• - Strong understanding of identity management platforms such as Okta, Azure AD, and Google Workspace.

• - Experience with MDM/EMM solutions (Jamf, Intune) for managing enterprise devices.

• - Proficient in Windows and macOS administration; basic Linux skills are a plus.

• - Familiar with IT security frameworks, endpoint protection, and patch management.

• - Experience with IT service management (ITSM) tools and ITIL processes.

• - Excellent attention to detail in systems configuration and documentation.

• - Strong communication skills for interacting with both technical peers and end-users.

• - Organized and process-oriented; capable of managing multiple system responsibilities simultaneously.

• - Proactive in spotting operational gaps and suggesting improvements.

• - Bachelor's degree in Information Technology, Computer Science, or a related field.

• **Nice to have:**

• - ITIL Foundation, CompTIA Network+, or Microsoft/Google systems administration certifications.

🏝️ Benefits

• - Fixed compensation;

• - Long-term employment with vacation days;

• - Opportunities for professional development (courses, training, etc);

• - Being part of successful cutting-edge technology products that are making a global impact in the service industry;

• - Collaborative and enjoyable colleagues;

• - Apple equipment.