Location: Tijuana, BC (Onsite) Zona RioSchedule: Monday – Friday | 9:00 AM – 6:00 PMRole OverviewWe are looking for a proactive and detail-oriented Helpdesk Specialist to bridge the gap between L1 and L2 support. In this role, you will be the backbone of our technical operations, ensuring our team stays connected and productive. You will manage the user lifecycle across M365 and Google Workspace while helping us scale our endpoint management through Intune.This is the perfect role for a strong L1.5 technician looking to take on L2 operational responsibilities and grow within a fast-paced, high-stakes technology environment.Key Responsibilities • Incident Management: Provide end-to-end support and ticket resolution via Freshservice, maintaining high standards for documentation and ticket hygiene. • User Lifecycle Management: Lead the onboarding, offboarding, and access change processes across multiple platforms. • Cloud Administration: Manage licenses, groups, permissions, and MFA settings within Microsoft 365 (Azure/Entra ID) and Google Workspace. • Endpoint Support: Troubleshoot, set up, and deliver Windows and macOS hardware. • Connectivity & Collaboration: Solve complex issues related to VPN, Wi-Fi, printers, and collaboration tools (Teams/SharePoint). • Continuous Improvement: Execute existing runbooks and contribute to the creation of new KB articles and standardized procedures.Must-Have Skills & Qualifications • Experience: 1–3 years of hands-on experience in IT Support or Service Desk roles. • Technical Core: Solid understanding of hardware and software troubleshooting (CompTIA A+ level or equivalent). • Cloud Proficiency: Practical experience managing M365 and Google Workspace admin consoles. • MDM Exposure: Basic-to-intermediate experience with Microsoft Intune. • Service Mindset: Strong alignment with ITIL best practices (SLA awareness, clear updates, and proper closure). • English Mastery: Ability to fluently communicate technical concepts to non-technical users, both written and verbal. Nice to Have • Certifications: Network+, Microsoft Modern Desktop Administrator (MD-102), or Google Workspace Professional. • Experience with AnyDesk for remote troubleshooting. • Ability to improve service catalog templates and reporting within Freshservice.