IT Helpdesk Support Engineer

The role

You will be the main IT contact for users in Mexico, troubleshooting hardware, software, access and network issues. You will also support business tools such as Zendesk and Salesforce and manage employee onboarding and offboarding.

What you will do

• Act as the primary IT point of contact for Mexico-based users.
• Support and troubleshoot business-critical tools and workflows, including Zendesk, Salesforce and CRM platforms.
• Resolve hardware, software, access and account incidents within established SLAs.
• Ensure office network reliability by troubleshooting access points, switches and cabling.
• Manage employee onboarding and offboarding, provisioning and de-provisioning system access within 24 hours.
• Document processes, solutions and improvements in Notion or the company knowledge base.
• Partner with business teams to identify needs, suggest solutions and improve IT service quality.

Required qualifications

• 1–2 years of experience in IT support, customer service or IT Business Partner roles.
• Hands-on knowledge of Google Workspace, Jira, ITSM/ITAM tools, MDM and endpoint management for macOS and Windows.
• Experience supporting business and client-facing tools such as Zendesk and Salesforce (or similar CRM platforms).
• Solid troubleshooting skills across hardware, software, networks and video conferencing systems.
• Basic technical understanding of databases (SQL fundamentals), APIs/JSON, and exposure to automation or no-code tools.
• AI-first mindset: experience using AI-powered tools to improve efficiency, problem-solving and documentation.
• Excellent communication skills in Spanish and English.

Benefits

• Unlimited PTO policy
• Competitive benefits on the market range (insurance, meal vouchers, learning sponsorship and more)
• Start-up environment
• International teamwork
• Career growth not limited by company structure

About the company

Yalo builds an intelligent sales platform and AI-powered agents that help businesses sell across omnichannel customer touchpoints. Born in Latin America, it serves businesses in emerging markets and enterprises worldwide.