The Role
Provides Tier 2 technical support for macOS, networks, Google Workspace, Microsoft 365, SaaS platforms, and remote environments. Responsibilities include troubleshooting escalated incidents, client onboarding, device enrollment, MDM configuration, patch management, security alert response, vulnerability remediation, backup testing, SOP maintenance, and detailed documentation. The role also requires clear client communication, collaboration with Tier 1 and Tier 3 teams, and delivery of high-quality support through multiple channels.
Summary Generated by Built In
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.
Requisitos
6+ years of IT Support experience, including significant experience in a Managed Service Provider (MSP) environment.
Strong hands-on experience supporting macOS devices.
Experience administering Google Workspace or Microsoft 365 in remote or hybrid environments.
Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or similar platforms.
Strong cybersecurity knowledge, including Zero Trust solutions such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent technologies.
Solid networking fundamentals, including VPNs, firewalls, routing, and Cisco Meraki environments.
Excellent troubleshooting, analytical thinking, and technical documentation skills.
Proven experience in client-facing support roles with measurable customer satisfaction (CSAT, NPS, or similar metrics).
Ability to explain technical issues in a simple, reassuring way to non-technical users.
Excellent written and verbal English communication skills.
Strong organizational skills with the ability to manage multiple priorities simultaneously.
Collaborative mindset, accountability, empathy, and a strong customer-service orientation.
What We Offer
? Fully remote work environment.
? Opportunity to support international clients using modern cloud and SaaS technologies.
? Exposure to cybersecurity, endpoint management, and enterprise IT best practices.
? Collaborative team with excellent professional growth opportunities.
? Continuous learning in a fast-paced, technology-driven environment.
Skills Required
- 6+ years of IT Support experience
- Significant experience in a Managed Service Provider environment
- Strong hands-on experience supporting macOS devices
- Experience administering Google Workspace or Microsoft 365 in remote or hybrid environments
- Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or equivalent
- Strong cybersecurity knowledge, including Zero Trust solutions such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalents
- Solid networking fundamentals, including VPNs, firewalls, routing, and Cisco Meraki environments
- Excellent troubleshooting, analytical thinking, and technical documentation skills
- Proven experience in client-facing support roles with measurable customer satisfaction metrics such as CSAT or NPS
- Ability to explain technical issues clearly to non-technical users
- Excellent written and verbal English communication skills
- Strong organizational skills and ability to manage multiple priorities
- Collaborative mindset, accountability, empathy, and strong customer-service orientation
Am I A Good Fit?
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The Company
What We Do
Softgic helps organizations pursue digital and cognitive transformation through innovative, customized technology solutions. Its services include software development, automation, cloud computing, cybersecurity, UX design, and related IT consulting. The company’s mission is to make life easier with technology and help clients transform digitally and cognitively, optimizing processes, reducing costs, and accelerating results for businesses across Latin America and the United States.
