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This is a remote position.
We are looking for a Level 2 IT Support Specialist with 6+ years of IT support experience , including substantial experience working within a Managed Service Provider (MSP) environment.
The ideal candidate will provide technical support across Mac/macOS devices, Google Workspace, SaaS platforms, networking, and cybersecurity tools , while delivering an exceptional client experience to startup teams and remote or hybrid workforces.
This role requires a strong balance of technical troubleshooting expertise and excellent client communication skills. The successful candidate must be able to resolve technical issues independently, explain solutions clearly to non-technical users, and maintain positive client relationships.
Key Responsibilities
Provide Tier 2 technical support for escalated issues involving Mac/macOS workstations, networks, Google Workspace, and SaaS applications.
Independently troubleshoot, resolve, and document technical incidents, ensuring clear and timely communication.
Administer and support Google Workspace or Microsoft 365 environments, including user accounts, access management, and provisioning.
Support client onboarding processes, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination.
Troubleshoot connectivity issues involving VPNs, firewalls, routing, and network environments, including Cisco Meraki.
Support endpoint security, identity and access management tools, monitoring, patch management, and vulnerability remediation workflows.
Participate in backup testing, preventive maintenance, and security alert response activities.
Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.
Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.
Provide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language.
Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients.
Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.
Requisitos remediation workflows.
Participate in backup testing, preventive maintenance, and security alert response activities.
Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.
Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.
Provide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language.
Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients.
Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.
Requirements
Technical Experience & Skills
6+ years of professional IT support experience , including substantial experience in an MSP (Managed Service Provider) environment.
Strong hands-on experience supporting Apple Mac devices and macOS . Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.
Experience administering Google Workspace or Microsoft 365 for remote or hybrid workforces.
Experience with endpoint management and MDM solutions , such as Jamf, Microsoft Intune, or equivalent tools.
Strong cybersecurity knowledge and familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4 , or equivalent solutions.
Solid networking fundamentals, including VPNs, firewalls, and routing .
Experience supporting Cisco Meraki environments is preferred.
Strong independent troubleshooting and problem-solving skills.
Experience documenting technical incidents, resolutions, and support procedures.
Client Support & Communication Skills
Proven experience providing direct technical support to external clients and end users.
Ability to explain complex technical issues to non-technical users in a clear, professional, and reassuring manner.
Experience working in client-facing support roles with measured customer satisfaction results, such as CSAT, NPS, or equivalent metrics , and a strong performance record.
Ability to handle frustrated or stressed users with patience, empathy, and professionalism.
Excellent verbal and written communication skills, including clear ticket documentation and client follow-ups.
Strong time management skills and the ability to handle multiple tickets across different client accounts.
Proactive communication, attention to detail, accountability, and strong teamwork skills.
Ideal Candidate Profile
We are seeking a professional who combines strong Level 2 technical support experience in MSP environments with outstanding client service skills .
The ideal candidate is comfortable working in Mac-first, Google Workspace-first, and SaaS-security environments , independently resolving technical issues while maintaining clear, empathetic, and proactive communication with clients.
Important: This is not a traditional NOC, backend infrastructure, or Windows Server/Active Directory-focused position. Direct client interaction, communication skills, and customer satisfaction are equally important as technical expertise.
