IT Support – Logistics Specialist

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

📋 Description

• Facilitate the IT onboarding process for new hires by preparing and delivering laptops, peripherals, and other necessary equipment.

• Set up, configure, and test employee devices in accordance with internal IT standards and protocols.

• Oversee the IT offboarding process, which includes system shutdowns, device recovery, shipping label creation, equipment collection, and return tracking.

• Keep precise inventories of laptops, monitors, keyboards, mice, adapters, and other IT equipment and peripherals.

• Monitor equipment assignments, serial numbers, delivery statuses, employee ownership, locations, and lifecycle stages.

• Coordinate shipments, deliveries, collections, and returns with both local and international shipping partners.

• Liaise with vendors and logistics firms to address delivery concerns and follow up on outstanding shipments.

• Provide first-level technical support for common issues related to Windows and macOS systems, applications, peripherals, and employee IT requests.

• Troubleshoot basic hardware, software, connectivity, and account-access problems, escalating more complex incidents as needed.

• Keep employees updated regarding support requests, equipment deliveries, and unresolved issues.

• Maintain documentation pertaining to IT asset movements, shipment records, onboarding/offboarding checklists, and support procedures.

• Ensure that equipment is managed, stored, shipped, and returned in compliance with company policies.

• Identify areas for enhancing inventory accuracy, equipment lifecycle management, and operational efficiency.

• Collaborate with People Operations on employee onboarding and offboarding dates.

• Assist with administrative and operational tasks associated with device management, software deployment, and IT service delivery.

• Aid in managing IT support tickets, ensuring prompt responses, effective solutions, and appropriate escalations.

• Adhere to IT processes and service standards, tracking requests within established timelines.

• Utilize IT management tools, asset inventories, ticketing systems, and device management platforms.

• Recognize recurring operational challenges and propose practical improvements.

• Develop and maintain documentation, checklists, and standard operating procedures.

• Report missing equipment, delayed shipments, inventory inconsistencies, and onboarding/offboarding risks.

• Assist in enhancing and automating IT asset tracking and employee support workflows.

• Monitor the preparation and delivery of equipment, inventory accuracy, equipment recovery, shipment status, delivery delays, unresolved logistics challenges, and ticket response/resolution times.

⛳️ Requirements

• Minimum of 1 year of professional experience in IT support, help desk, IT operations, or a similar role.

• Proficient in troubleshooting common hardware, software, operating system, and employee IT issues.

• Experience in tracking company devices, peripherals, assignments, serial numbers, equipment statuses, and returns.

• Familiarity with preparing equipment for new employees and coordinating the recovery of company assets from departing staff.

• Ability to coordinate shipments, collections, deliveries, and returns with shipping providers and external vendors.

• Knowledge of Windows and basic troubleshooting for macOS.

• Familiar with Google Workspace, identity management, employee account provisioning, device setup, peripherals, and standard business applications.

• Capability to maintain accurate records, adhere to checklists, track outstanding requests, and document processes consistently.

• Professional proficiency in Spanish.

• At least B1-level proficiency in English, both spoken and written.

• Familiarity with ticketing systems, SaaS applications, remote support tools, and asset management or device management platforms.

• Strong sense of ownership and follow-through.

• Highly organized and detail-oriented.

• Service-oriented and proactive in communication.

• Strong practical problem-solving skills, including knowing when to escalate complex technical issues.

• Adaptable, resourceful, collaborative, and reliable.

• A degree or technical qualification in Information Technology, Computer Systems, Computer Science, or a related field is preferred but not required.

🏝️ Benefits

• Full-time employment.

• Fully remote work from Mexico.