Position Overview

We are looking for a proactive and customer-focused Helpdesk Specialist to join our IT team in Mexico City. In this role, you will be responsible for delivering high-quality technical support, ensuring the smooth operation of IT services, and providing hands-on assistance to employees across the organization.

The ideal candidate will have strong experience supporting macOS devices in an enterprise environment, including troubleshooting hardware and software issues, performing system rebuilds, and managing device lifecycle activities. This is a fully onsite position offering the opportunity to work in a dynamic and fast-paced technology-driven environment.

Location: Mexico City, Mexico
Work Model: On-site
Employment Type: Full-time

Key Responsibilities

• Act as the first point of contact for IT support requests through ticketing systems, collaboration tools, and in-person assistance.

• Provide hands-on technical support for macOS devices, including troubleshooting hardware, operating system, and application-related issues.

• Manage laptop deployment, replacement, imaging, setup, and rebuild processes, with a primary focus on MacBook devices.

• Perform macOS installations, recovery procedures, system restores, and device reconfiguration for both Intel-based and Apple Silicon devices.

• Utilize Apple Configurator and other support tools to maintain and recover devices when required.

• Monitor and manage support queues, ensuring tickets are handled efficiently and escalated appropriately.

• Assist with software provisioning, deprovisioning, and access management in accordance with company policies.

• Support collaboration and productivity platforms, including user administration and troubleshooting.

• Maintain testing workstations, peripherals, and hardware inventory to ensure operational readiness.

• Follow established IT procedures, security standards, and service management best practices.

• Contribute to continuous improvement initiatives and provide additional IT support as needed.

Requirements

• 3–6+ years of experience in Helpdesk, Desktop Support, Technical Support, or a similar IT support role.

• Strong hands-on experience supporting macOS devices in an enterprise environment.

• Solid understanding of both Intel-based and Apple Silicon Mac architecture.

• Experience performing macOS recovery, restoration, deployment, and rebuild processes.

• Familiarity with Apple Configurator, DFU mode, and Apple Silicon recovery workflows.

• Experience supporting laptop hardware, operating systems, and endpoint applications.

• Knowledge of IT service management processes and ticketing platforms, preferably Jira.

• Excellent troubleshooting, analytical, and problem-solving skills.

• Strong communication and interpersonal skills with a customer-centric approach.

• Ability to prioritize tasks, work independently, and collaborate effectively within a team.

• Technical certifications or a Bachelor's degree in Information Technology, Computer Science, or a related field will be considered an advantage.

What We Offer

• Opportunity to work in a collaborative and technology-focused environment.

• Exposure to modern enterprise IT infrastructure and support operations.

• Professional development and continuous learning opportunities.

• Supportive team culture with opportunities for career growth.

• Stable full-time employment within an international environment.

• Access to modern tools and technologies to support your work.