About this role
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.