Internal IT Support Specialist

Keedian (formerly Tutenlabs) is transforming how buildings operate - combining technology implementation, AI-powered optimization, and managed services to help multi-site organizations cut costs, reduce emissions, and move from reactive fixes to predictive performance. Our vision is bold: a future where buildings run autonomously, so our clients can focus on what matters most.

📍Location: This position is 100 % remote - where we prioritize candidates in Mexico!

Role Mission

We’re looking for a proactive and self-managed Internal IT Support Level 1 professional to provide first-line technical support to our internal teams across multiple locations. This role is critical for ensuring smooth IT operations, planning for future needs, and maintaining strong vendor relationships. If you thrive in fast-paced environments, think quickly on your feet, and enjoy solving problems, this is the role for you.

Key Responsibilities

• Serve as the first point of contact for internal IT support requests via helpdesk, email, and chat.
• Troubleshoot and resolve common hardware issues (laptops, peripherals) and software problems (Office 365, VPN, collaboration tools, antivirus).
• Manage user access processes: password resets, account creation, and basic permissions.
• Monitor recurring issues and report trends to improve internal systems and prevent future problems.
• Collaborate with the IT team on internal tool standardization and process improvements.
• Seek and manage vendor relationships for IT equipment and services.
• Provide short-term and long-term IT planning for hardware, software, and infrastructure needs.
• Ensure a positive and professional support experience for employees, maintaining clear and empathetic communication.
• Work independently, prioritize tasks, and respond quickly to operational needs.
  
  

Minimum Requirements

Minimum Requirements

• Education: Bachelor’s degree in Engineering, Information Technology, Computer Science, or related field.
• Experience: 2+ years in IT support (helpdesk, technical support, or IT operations).
• Technical Knowledge:
• Hands-on troubleshooting of hardware, software, and connectivity issues.
• Familiarity with VPN, antivirus, and cloud-based platforms.
• Experience supporting remote employees and collaborating with teams in the US is a plus.
  
  

Skills

• Strong problem-solving and quick-thinking abilities.
• Excellent communication in English and Spanish (written and spoken).
• Ability to document issues, follow up on resolutions, and create SOPs.
• Proactive and self-managed approach to work.
  
  

Platforms

• Proficiency with Microsoft Office suite and ticketing systems.
• Experience with Five9, VPN solutions, and endpoint monitoring tools is a plus
  
  

Reporting Structure

• This role reports directly to Operations and requires agility and responsiveness to business needs.
  
  

What We Offer

• A collaborative environment where your work directly impacts employee productivity.
• Opportunities to grow into advanced IT support or system administration roles.
• Exposure to global operations and continuous improvement projects.
  
  

Benefits Package

💻 100% remote work.

⏰ Flexible schedule.

🍰 Day off on your birthday.

😁 Reduced hours on Fridays.

🌴 Superior vacation days.

💊 Sick leave days.

🏠 Moving day off.

🎓 Support for studies, training, and languages.

👥 Referral program.

We are proud to be a team that celebrates, supports, and promotes all kinds of diversity; we are committed to equal opportunities regardless of nationality, ethnicity, skin color, gender, gender expression, disability, or religion. If everything you've read makes sense to you, apply now so we can get to know you! 💙

Note: We’re currently rebranding from Tutenlabs to Keedian. If you see either name, just know it’s the same team with the same mission.