Level 2 – IT Support Specialist & Client Support | Remote 1769

This is a remote position.

Are you passionate about solving technical problems while delivering an outstanding client experience? We're looking for a Level 2 – IT Support Specialist & Client Support with strong experience in Managed Service Provider (MSP) environments to provide advanced technical support for remote and hybrid organizations. This role combines technical expertise with exceptional communication skills. You'll serve as the primary point of contact for clients, resolving complex technical issues, supporting modern macOS, Google Workspace, and SaaS environments, and ensuring every interaction builds trust and confidence. Responsibilities Provide Tier 2 technical support for escalated issues involving macOS workstations, networks, Google Workspace, and SaaS platforms. Diagnose and resolve technical incidents independently while maintaining clear and thorough documentation. Collaborate with Tier 1 and Tier 3 teams to resolve issues and share technical knowledge. Support client onboarding processes, including device enrollment, account provisioning, MDM configuration, and laptop logistics. Assist with monitoring, patch management, security alert response, and user-facing vulnerability remediation activities. Participate in backup testing and maintenance procedures. Maintain and improve Standard Operating Procedures (SOPs) and knowledge base documentation. Deliver exceptional support through chat, email, video calls, and phone. Communicate technical concepts clearly and confidently to non-technical end users. Proactively keep clients informed throughout the resolution process. Write clear, organized, and client-friendly ticket notes and documentation.