IT Support Analyst
Incode Technologies is an AI-powered identity verification and fraud prevention company. It provides identity, biometric, liveness, KYC/KYB, authentication, age assurance, and deepfake-defense solutions for global enterprises across financial services, fintech, marketplaces, government, healthcare, telecommunications, gaming, and other industries.
Funding history
Projects
About Incode Technologies, Inc.
Incode develops and operates an enterprise identity platform for verifying users, businesses, employees, and AI agents. Its offerings include document and biometric verification, facial recognition, liveness and deepfake detection, government-record matching, sanctions and PEP screening, risk decisioning, configurable workflows, case management, analytics, integrations, APIs, SDKs, and privacy-preserving on-device processing. The company serves organizations in financial services, fintech and crypto, commerce, marketplaces, public sector, healthcare, travel, telecommunications, gaming, social media, and related sectors.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide Level 1–2 onsite IT support for the Mexico City office, resolving hardware, software, account, connectivity, and office-technology issues. You will manage identity access, device lifecycle activities, Microsoft 365 administration, service-desk tickets, inventory, vendors, licenses, purchasing, and technical documentation while escalating complex issues with clear evidence.
Requirements
- 3+ years of IT Support, Service Desk, or Help Desk experience
- Ability to work onsite from the Mexico City office
- Hands-on experience with Okta or a comparable identity provider
- Hands-on macOS and Windows device management in an MDM
- Microsoft 365 user administration and troubleshooting experience
- Service-desk ticket-queue and help-documentation experience
- Experience with video conferencing, printers, and first-level Wi-Fi and network troubleshooting
- Experience tracking software licenses, renewals, and hardware purchases
- Knowledge of Slack, Zoom, Notion, macOS, and Windows
- Fluent written and spoken English and Spanish
Responsibilities
- Provide Level 1–2 onsite support for the Mexico City office
- Resolve common software, hardware, access, and connectivity issues on macOS and Windows
- Escalate Level 2 issues with summaries, steps taken, and evidence
- Handle password and MFA resets, account unlocks, and Okta group and app assignments
- Run onboarding and offboarding checklists
- Prepare, enroll, wipe, and reassign Mac and Windows laptops
- Maintain accurate asset inventory and spare devices
- Administer Microsoft 365 licenses, shared mailboxes, and distribution groups
- Troubleshoot Outlook, Teams, OneDrive, Slack, Zoom, and Notion issues
- Maintain Zoom Rooms, AV, Wi-Fi, printers, guest Wi-Fi, and loaner equipment
- Support badges, doors, and cameras with Security and Facilities
- Track licenses, renewals, vendors, warranties, purchases, deliveries, and invoices
- Manage the Unthread ticket queue and document help articles and checklists
Benefits
- Flexible working hours and workplace
- Open vacation policy