Remote MSP IT Support Specialist & Client Advocate

Softgic S.; Colombia; A distancia; COP 66.960.000 - 133.920.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote work environment

International clients

Cybersecurity exposure

Professional growth opportunities

Continuous learning

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

MSP experience

macOS support

Google Workspace / M365

MDM (Jamf / Intune)

Cybersecurity knowledge

Networking basics

English communication

Documentation

Customer service

Herramientas

Jamf

Intune

Google Workspace

Microsoft 365

Cisco Meraki

SentinelOne

Okta

Entra ID

Cisco Umbrella

KnowBe4

VPNs

Firewalls

Descripción del empleo

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.