Level 2 – IT Support Specialist & Client Support 1756

Este es un puesto de trabajo remoto.

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.

• 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.
  

• 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.
  

• 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.
  

• 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.
  

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.