IT Support Specialist, Client Support Level 2

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver expert technical assistance for escalated issues (Tier 2)

• Diagnose and resolve problems associated with: macOS (Apple environments), Networking (VPNs, connectivity), Google Workspace, and Microsoft 365 SaaS platforms

• Record solutions in a clear and reusable manner

• Work collaboratively with Tier 1 and Tier 3 teams to address complex challenges

• Assist with onboarding activities: Device setup and configuration, Account provisioning, and access management

• Oversee endpoint management tools (MDM) such as Jamf, Intune, or equivalent

• Serve as the primary contact for end users

• Convey solutions in a straightforward, friendly, and non-technical manner

• Manage the entire ticket lifecycle from initiation to resolution

⛳️ Requirements

• Over 6 years of experience in IT Support

• Demonstrated experience in MSP (Managed Service Provider) environments (mandatory)

• Extensive experience in supporting macOS / Apple environments

• Familiarity with administering Google Workspace and/or Microsoft 365

• Proficiency with MDM tools (Jamf, Intune, or similar)

• Strong comprehension of networking principles (VPNs, firewalls, connectivity)

• Intermediate to advanced proficiency in English (for client interaction)

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Opportunities for professional development