Scale is looking to grow our IT team We are looking for someone who is excited by the opportunity to be part of a fast-paced environment that pushes you to learn while doing. This role needs to be great with people and strongly focused on learning and executing. Ideally you have been the sole IT person at a startup before and are excited to be an early member of the team here at Scale. You focus on patterns and don't like doing the same thing twice. Your goal in this position is making people happy while creating simple and repeatable solutions for all
You will:
Onboarding
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- Own the end-to-end new hire experience: coordinate with People Ops ahead of start dates, provision laptops and peripherals, and ensure every new hire is productive on day one.
- Create accounts and assign role-based access across our identity and SaaS stack (Okta, Google Workspace, Slack, Jira/Confluence, Zoom, Microsoft Entra ID/M365).
- Enroll and configure devices (Mac and Windows) in MDM with required security baselines before handoff.
- Lead new hire IT orientations, covering security expectations,
core tools, and how to get help.
Offboarding
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- Execute timely, security-critical offboarding: suspend accounts, revoke access and sessions, and reclaim licenses on the employee's last day.
- Recover, wipe, and re-inventory hardware; coordinate remote returns for distributed employees on the last day.
- Maintain auditable onboarding/offboarding checklists to support security and compliance reviews (e.g., SOC 2 access controls).
Ticket Queue & Support
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- Own the day-to-day IT ticket queue in Jira Service Management: triage, prioritize, and resolve or dispatch every incoming request.
- Meet first-response and resolution SLAs; keep requesters informed and tickets updated until closure.
- Escalate appropriately with clear context and reproduction steps.
- Analyze ticket trends to find recurring issues, then eliminate them through documentation, self-service, or automation.
- Build and main
📌 IT Support Engineer (Ciudad de México)
🏢 Scale Ai
📍 Ciudad de México
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