Remote MSP IT Support Specialist & Client Advocate

Softgic S.

Colombie

À distance

COP 66 960 000 - 133 920 000

Plein temps

14 jours+

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Avantages offerts par ce poste

Fully remote work environment

International clients

Cybersecurity exposure

Professional growth opportunities

Continuous learning

Résumé du poste

Softgic S. is seeking a Level 2 – IT Support Specialist & Client Support to deliver advanced technical support for remote and hybrid organizations, focusing on macOS, Google Workspace, and SaaS environments.

You will be the primary contact for clients and resolve escalated issues with a clear, friendly communication style. This role requires 6+ years in MSP support, strong troubleshooting, and the ability to document and share knowledge.

Qualifications

6+ years IT Support experience in MSP environments.
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 (Jamf, Intune).
Strong cybersecurity knowledge including Zero Trust solutions (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4).
Solid networking fundamentals (VPNs, firewalls, routing, Cisco Meraki).
Excellent troubleshooting, analytical thinking, and technical documentation skills.
Proven client-facing support experience with measurable CSAT/NPS metrics.
Excellent written and verbal English communication skills.

Responsabilités

Provide Tier 2 technical support for escalated issues involving macOS, Google Workspace, and SaaS platforms.
Diagnose and resolve technical incidents independently while maintaining clear documentation.
Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge.
Support client onboarding: device enrollment, account provisioning, MDM configuration, and laptop logistics.
Assist with monitoring, patch management, security alerts, and vulnerability remediation.
Participate in backup testing and maintenance procedures.
Maintain and improve SOPs and knowledge base documentation.
Deliver exceptional support via chat, email, video calls, and phone.
Communicate technical concepts clearly to non-technical end users.
Proactively keep clients informed throughout resolutions.
Write clear, organized ticket notes and documentation.