Level 2 – IT Support Specialist, Client Support

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

📋 Description

• Deliver Tier 2 technical assistance for escalated matters related to Mac/macOS workstations, networks, Google Workspace, and SaaS applications.

• Independently diagnose, resolve, and document technical issues.

• Manage and support Google Workspace or Microsoft 365 environments, which includes user accounts, access management, and provisioning.

• Assist with client onboarding processes, encompassing device enrollment, MDM configuration, account provisioning, and coordination of laptop logistics.

• Troubleshoot connectivity concerns involving VPNs, firewalls, routing, and network environments, including Cisco Meraki.

• Aid in endpoint security, identity and access management tools, monitoring, patch management, and workflows for vulnerability remediation.

• Engage in backup testing, preventive maintenance, and response activities for security alerts.

• Work collaboratively with Tier 1 and Tier 3 support teams to resolve incidents and exchange technical knowledge.

• Oversee multiple support tickets across various client accounts, ensuring proper documentation, follow-up, and accountability.

• Offer direct client support via email, chat, phone, and video calls.

• Relay ticket updates, anticipated resolution timelines, and escalation statuses to clients.

• Develop and enhance Standard Operating Procedures, knowledge base articles, and technical documentation.

⛳️ Requirements

• Minimum of 6 years of professional IT support experience.

• Significant experience in a Managed Service Provider (MSP) setting.

• Strong practical experience in supporting Apple Mac devices and macOS.

• Candidates lacking extensive Apple experience must acquire Apple Desktop Support certification within 90 days.

• Experience in administering Google Workspace or Microsoft 365 for remote or hybrid workforces.

• Familiarity with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or similar tools.

• Strong understanding of cybersecurity and familiarity with zero-trust SaaS security platforms like SentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4, or equivalent solutions.

• Solid grasp of networking fundamentals, including VPNs, firewalls, and routing.

• Experience in supporting Cisco Meraki environments is preferred.

• Excellent independent troubleshooting and problem-solving abilities.

• Proven experience in documenting technical incidents, resolutions, and support processes.

• Established track record of providing direct technical support to external clients and end users.

• Capability to clearly and professionally explain complex technical issues to non-technical users.

• Experience in client-facing support roles with measurable customer satisfaction outcomes, such as CSAT, NPS, or similar metrics.

• Strong performance history.

• Ability to assist frustrated or stressed users with patience, empathy, and professionalism.

• Exceptional verbal and written communication skills.

• Strong time management skills and the ability to manage multiple tickets across various client accounts.

• Proactive communication, attention to detail, accountability, and teamwork abilities.

🏝️ Benefits

• Flexible remote work arrangement.