Mac-First Level 2 IT Support Engineer (MSP)

Softgic; Ciudad Juárez; On-site; MXN 360,000 - 540,000; Full time

Job summary

Softgic is seeking a Level 2 IT Support Specialist with 6+ years in IT support, ideally within an MSP, to deliver expert technical support for Mac/macOS, Google Workspace, SaaS platforms, networking, and cybersecurity tools. The role emphasizes strong client communication and problem-solving while handling multiple client accounts in a remote or hybrid environment.

You will troubleshoot and document incidents, administer Google Workspace or Microsoft 365, and collaborate with Tier 1 and Tier 3

Qualifications

• 6+ years of professional IT support experience, MSP background preferred.
• Strong Mac/macOS expertise with Apple devices.
• Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces.
• Hands-on with endpoint management and MDM solutions such as Jamf or Intune.
• Solid cybersecurity knowledge and familiarity with zero-trust SaaS security platforms.
• Strong networking fundamentals including VPNs, firewalls, and routing.
• Excellent client communication, troubleshooting, and documentation skills.

Responsibilities

• Provide Tier 2 technical support for escalated issues across Mac, networks, Google Workspace, and SaaS apps.
• Troubleshoot, resolve, and document incidents with clear communication.
• Administer Google Workspace or Microsoft 365 environments for remote/hybrid workforces.
• Assist with onboarding: device enrollment, MDM configuration, and provisioning.
• Troubleshoot VPNs, firewalls, routing, and Cisco Meraki environments.
• Support endpoint security and vulnerability remediation workflows.

Skills

MSP experience

Mac support

Client communication

Troubleshooting

Documentation

Time management

Team collaboration

Tools

Jamf

Microsoft Intune

Google Workspace

Cisco Meraki

MDM solutions

VPNs & Firewalls

Job description

Softgic is seeking a Level 2 IT Support Specialist with 6+ years in IT support, ideally within an MSP, to deliver expert technical support for Mac/macOS, Google Workspace, SaaS platforms, networking, and cybersecurity tools. The role emphasizes strong client communication and problem-solving while handling multiple client accounts in a remote or hybrid environment.

You will troubleshoot and document incidents, administer Google Workspace or Microsoft 365, and collaborate with Tier 1 and Tier 3