IT Service Desk Engineer - MSP Team

About Us: The Launch Box, LLC is the engine of the fastest-growing and most successful new professional services firms. The Launch Box provides investment capital, strategic advice, comprehensive services, and turnkey systems to accelerate the launch-to-scale-to-exit timeline and reduce risk for founders. With an expert team and variable cost structure, we increase the probability of success while building valuable, sustainable, and marketable professional services firms.

The Launch Box is seeking an IT Service Desk Engineer to join our growing MSP team. This role combines hands-on client support with cloud administration, endpoint management, and automation-driven improvements.

You will provide technical support across Windows and macOS environments, supporting both Microsoft 365 and Google Workspace. In addition to support responsibilities, we are looking for someone with programming and scripting skills to improve efficiency through automation and system integration.

This role is ideal for someone technical, adaptable, and eager to grow into higher-level systems and automation responsibilities.

Location: This is a fully remote position. However, candidates must be based in Guadalajara, Jalisco.

What You Will Do:

Client Support:

• Serve as a primary technical contact for clients via phone, email, and ticketing system


• Troubleshoot hardware, software, networking, and cloud-related issues across Windows and macOS environments


• Support Microsoft 365 and Google Workspace users (email, collaboration tools, access management)


• Assist with identity, MFA, and account security issues


• Escalate complex issues when necessary while maintaining ownership of tickets

Systems & Cloud Support:

• Assist in administering Microsoft 365 (Exchange Online, Teams, SharePoint)


• Assist in administering Google Workspace (Admin Console, user provisioning, policies)


• Support Entra ID identity and access management


• Assist with endpoint management (RMM, Intune, macOS device management)


• Support onboarding/offboarding processes and device provisioning (Windows Autopilot & macOS setup)


• Maintain backup, endpoint security, and phishing awareness platforms

Documentation & Process:

• Document all work thoroughly in PSA and documentation platforms


• Contribute to knowledge base and SOP development


• Suggest improvements to service workflows and internal systems

Your Knowledge, Skills, and Abilities:

• 1-3 years of experience in IT Support, Help Desk, or a Managed Service Provider (MSP) environment.


• Advanced English proficiency C1/C2 with excellent verbal and written communication skills, as this role provides direct support to USA based clients.


• Must be legally authorized to work in Mexico without current or future visa sponsorship.


• Experience supporting:




• Windows 10/11


• macOS


• Microsoft 365


• Google Workspace


• Basic networking (DNS, DHCP, VPN, firewall fundamentals)




• Experience with ticketing systems and RMM tools


• Working knowledge of identity management and security best practices


• Programming or scripting experience optional, such as:




• PowerShell (preferred)


• Python


• JavaScript


• API integrations

Professional Skills:

• Strong troubleshooting and analytical thinking


• Ability to think logically and automate repetitive tasks


• Clear communication skills with non-technical users


• Ability to prioritize effectively in a fast-paced MSP environment


• Strong documentation and process discipline

What Would Make You An Outstanding Candidate:

• MSP experience preferred


• Microsoft, Google, Apple, or CompTIA certifications


• Experience with Power Automate or workflow automation tools


• Familiarity with REST APIs and system integrations


• Exposure to AI-driven service tools is a plus

What Success Looks Like in This Role:

• Strong ticket resolution performance


• Reduction of repetitive manual work through automation


• Clean, maintainable scripting contributions


• Improved efficiency across client environments


• Growth toward more advanced systems and automation responsibilities

Why The Launch Box?

We are committed to creating an inclusive environment for our team. If you have a special need that requires accommodation, please let your recruiter know.

We currently offer the following benefits for our Mexico team members:

• Access to private medical insurance through MetLife


• Life insurance policy via MetLife


• 30-day Christmas bonus and a monthly technology stipend


• Contribution of 8% of the employee's salary to a savings fund


• Flexible vacation policy that allows you to manage your schedule and rest and recharge when you need to


• Family-friendly benefits, extended parental leave for when you need to spend critical time with new family members, and employer-paid short-term and long-term disability


• Support for individual development through certifications, continued learning, conferences, and more

We value a diverse workforce and a culture of inclusivity and belonging. All employment decisions shall be made without regard to age, race, creed, color, religion, gender, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law. The Launch Box is an Equal Opportunity Employer.