Sr. IT Operations Technician

As a Mexico City-based IT Senior Technician at Crunchyroll, you are essential to empowering our global, hybrid workforce. The ideal candidate will provide technical assistance, administer enterprise applications, and ensure the smooth operation of our IT infrastructure. Expect to troubleshoot complex issues, streamline processes, and collaborate with teams across the organization to deliver unparalleled IT experiences for our employees. Ultimately, your technical expertise and dedication to service will drive the reliable, scalable outcomes that enable Crunchyroll’s continued global growth.  

In this role, you will be the primary contact for IT operations at our Mexico City office, responsible for triaging user support requests and maintaining our workstations, servers, and cloud environments. You will act as a key liaison, communicating with both technical and non-technical staff to troubleshoot issues. Additionally, you will manage IT onboarding and offboarding to provide a frictionless experience for our staff. Beyond daily support, you will drive process improvements, keep documentation up to date, and protect our infrastructure by administering accounts and proactively identifying security risks. You will collaborate with our global team members to deliver exceptional IT service worldwide.

Core Areas of Responsibility

• Serve as the primary, onsite technical authority for the Mexico City office, taking ownership of local infrastructure, executive support, and day to day IT operations.
• Act as the primary point of contact for end-user technical issues, responding to IT help desk tickets, emails, and walk-up requests in a timely and professional manner.
• Diagnose and resolve issues across Windows and MacOS endpoints, mobile devices, standard corporate applications, and cloud-based tools.
• Provision, configure, and image new laptops and workstations. 
• Facilitate onboarding employees, and handle the secure decommissioning and wiping of hardware.
• Perform routine maintenance and troubleshooting for office printers, network switches, Wi-Fi access points, and conference room equipment.
• Assist remote and hybrid employees with VPN configurations, Multi-Factor Authentication setups, access requests, and secure home network connections.
• Identifying outages or complex issues, diagnosing them, and escalating them appropriately.
• Assist the broader teams with infrastructure upgrades, office build-outs, and the rollout of new enterprise software tools.
• Maintain accurate records of IT assets and inventory, and develop user-friendly knowledge base articles and internal Standard Operating Procedures. 
• Support employees and offices across the globe and are willing to travel based on business needs to provide support to different locations,

About You

We get excited about candidates like you because...

• You have 5+ years of experience
• You will act as the technical lead for the Mexico City office, partnering closely with local colleagues and seamlessly connecting with our geographically dispersed IT team.
• You embody a proactive problem solver who has moved well beyond standard helpdesk support.
• You don't just close tickets; you investigate root causes and look for patterns to prevent them from recurring.
• You are comfortable bridging the gap between local business needs and global technology standards.
• You thrive in a dynamic environment, effortlessly balancing complex infrastructure troubleshooting.
• You understand how enterprise systems connect and strongly prefer automating a task over doing it manually twice. 
• You bring experience with installing, configuring and troubleshooting Apple and Windows computers.
• You have experience maintaining hosted and SaaS infrastructures.
• You possess admin experience with at least four of the following:  Google Workspace, Okta, JAMF, InTune, Atlassian tools, Slack, SnipeIT, or Zoom