About this IT Helpdesk Support Engineer role at Yalo Inc.
Yalo
Hi! We’re Yalo! We’re on a mission to revolutionize how businesses sell in an omnichannel way with our intelligent sales platform and intelligent agents powered by cutting-edge AI. Imagine a world where businesses seamlessly connect with their customers across every channel—offering personalized experiences, anticipating needs, and delivering what they want with ease. That’s the reality we’re building at Yalo.
Born in Latin America and driven by its spirit of innovation, we’re transforming sales for businesses around the globe. From empowering businesses in emerging markets to helping enterprises scale intelligently, we’re redefining how companies engage with their customers and drive growth.
At Yalo, we believe the future of sales is personalized, omnichannel, intelligent, and conversational. Join us as we empower businesses to build stronger relationships and achieve remarkable results worldwide!
About the job
The IT Helpdesk Associate ensures smooth, reliable day-to-day IT operations for all employees, with a strong focus on empowering business and client-facing teams. This role acts as an IT Business Partner, combining technical expertise with business acumen to proactively identify needs, recommend solutions, and resolve issues efficiently. By bridging IT and business teams, this position enhances productivity, supports seamless client experiences, and contributes to continuous improvement through process optimization, automation, and knowledge management.
What you'll be doing
- Act as the primary IT point of contact for Mexico-based users, delivering timely and high-quality technical support.
- Support and troubleshoot business-critical tools and workflows, including Zendesk, Salesforce, and CRM platforms.
- Resolve hardware, software, access, and account-related incidents within established SLAs.
- Ensure office network reliability by troubleshooting access points, switches, and cabling issues.
- 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, ensuring knowledge continuity.
- Partner with business teams to proactively identify needs, suggest solutions, and continuously improve IT service quality.
- Requirements
- 1–2 years of experience in IT support, customer service, or IT Business Partner roles, with a strong service-oriented mindset.
- 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 (APs, switches, cabling), and video conferencing systems.
- Basic technical understanding of databases (SQL fundamentals), APIs/JSON, and exposure to automation or no-code tools (e.g., Zapier, n8n).
- AI-first mindset: experience using AI-powered tools (e.g., copilots, chat-based assistants, automation or productivity AI tools) to improve efficiency, problem-solving, documentation, and overall quality of work.
- Excellent communication skills in Spanish and English, with a proactive, collaborative attitude and strong sense of ownership.
- Unlimited PTO policy
- Competitive benefits on the market range (insurance, meal vouchers, learning sponsorship and much more!)
- Start-up environment
- International teamwork
- You and nothing else limit your career here
At Yalo, we are dedicated to creating a workplace that embodies our core values: caring, initiative, excellence, and simplicity. We believe in the power of diversity and inclusivity, where everyone's unique perspectives, experiences, and talents contribute to our collective success. As we embrace and respect our differences, we strive to create something extraordinary for the benefit of all.
We are proud to be an Equal Opportunity Employer, providing equal opportunities to individuals regardless of race, color, religion, national or ethnic origin, gender, sexual orientation, gender identity or expression, age, disability, protected veteran status, or any other legally protected characteristic. Our commitment to fairness and equality is a fundamental pillar of our company.
At Yalo, we uphold a culture of excellence. We constantly challenge ourselves to go above and beyond, delivering remarkable results and driving innovation. We encourage each team member to take initiative and make things happen, empowering them to bring their best ideas forward and contribute to our shared goals.
