Job Description

At FORM, we're looking for an IT Help Desk Technician to join our Global IT team. In this role, you'll be the first point of contact for internal IT support, ensuring employees have the tools, access, and technical assistance they need to work efficiently. From onboarding new hires and managing user accounts to troubleshooting Windows and macOS devices, you'll play a key role in delivering a seamless IT experience across our global organization.

This is a hybrid position based in Mexico City, requiring onsite presence up to two days per week

About FORM

We are FORM, a US-based company with engineering teams in Hungary, Poland and Ukraine. Our platform combines task management with cutting-edge image recognition to help the world’s largest brands understand what’s happening on retail shelves in real time. Our mobile apps are at the heart of this — used daily by thousands of field teams across the globe.

Requirements

What You'll Do:

• Provide first-line IT support by responding to internal help desk tickets and resolving hardware, software, and account-related issues.
• Manage and maintain Microsoft 365 and Azure Active Directory, including user provisioning, deprovisioning, and access management.
• Administer business applications such as Microsoft 365, Jira, Confluence, Zoom, Slack, and other cloud-based tools.
• Prepare, configure, deploy, repair, and replace laptops, peripherals, and other IT equipment.
• Support employees across global offices with technical issues, both remotely and in person.
• Assist with implementing and maintaining endpoint security controls and device management processes.
• Communicate planned maintenance, service interruptions, and incident updates to employees when required.
• Create and maintain IT documentation, knowledge articles, and onboarding materials.
• Coordinate IT asset inventory, equipment shipments, and procurement of new devices and accessories.
• Host IT onboarding sessions and office hours for new hires, ensuring they have the tools and access needed for a successful first day.

What We're Looking For:

• Experience supporting both Windows and macOS environments.
• Provided IT help desk support for an organization with 50+ users.
• Hands-on experience with Microsoft 365 and Azure Active Directory administration.
• Familiarity with endpoint troubleshooting, software installation, and hardware support.
• Basic understanding of networking concepts, including DNS, VPN, and general connectivity troubleshooting.
• Experience administering collaboration and productivity platforms such as Jira, Confluence, Slack, and Zoom
• Strong customer-service mindset with the ability to communicate effectively with both technical and non-technical users.
• Excellent problem-solving skills and the ability to prioritize multiple support requests.
• Comfortable working independently while collaborating with a global IT team.
• Fluent in English and Spanish, both written and spoken.

Why Join FORM?

• Join a collaborative, international team supporting employees around the world.
• Work with modern cloud technologies and enterprise collaboration tools.
• Hybrid work model with flexibility and a supportive team culture.
• Opportunities to learn, grow, and expand your technical expertise.
• Competitive compensation and comprehensive benefits package.