Help Desk Technician

Solvo Global Careers; Mexico; On-site; PHP 3,083,000 - 4,316,000; Full time

Job summary

Solvo Global Careers is seeking an IT Support Specialist II to join a fast-growing team. You will provide Tier 2 support for escalated issues, primarily on Mac environments, Google Workspace, and MDM configurations. You will collaborate with Tier 1 and 3 teams, document incidents thoroughly, and contribute to SOPs and knowledge bases.

The ideal candidate has 6+ years in IT support, MSP experience, and strong communication skills to support non-technical users across multiple channels.

Qualifications

• 6+ years IT Support experience, preferably MSP environment.
• Strong Mac/macOS support experience.
• Experience administering Google Workspace and/or Microsoft 365.
• Hands-on with Jamf, Intune or other MDM solutions.
• Familiarity with security tools such as SentinelOne, Okta and KnowBe4.

Responsibilities

• Provide Tier 2 support for escalated issues affecting Macs and networks.
• Manage Google Workspace/M365 and SaaS applications for clients.
• Configure and maintain MDM (Jamf/Intune) and device provisioning.
• Collaborate with Tier 1 and Tier 3 teams to resolve incidents.
• Contribute to SOPs and knowledge base improvements.
• Monitor patches, security alerts, backups, and maintenance tasks.
• Explain technical concepts clearly to non-technical users.

Skills

Mac support

MSP experience

Customer-focused

Documentation

Tools

Google Workspace

Microsoft 365

Jamf

Intune

MDM solutions

SentinelOne

Okta

KnowBe4

VPNs

Firewalls

Cisco Meraki

Job description

Are you a skilled IT professional who enjoys solving technical challenges while delivering an exceptional client experience? We' re looking for an IT Support Specialist II to join our team and support fast-growing startup environments.

Open to candidates with B2+ English proficiency or higher.

What You'll Do.

Technical Support.

Provide Tier 2 support for escalated issues involving:

• Mac/macOS workstations.
• Networks and VPNs.
• Google Workspace and Microsoft 365.
• SaaS applications.
• Endpoint management and MDM platforms.

Troubleshoot and resolve incidents independently while maintaining clear documentation.

Collaborate with Tier 1 and Tier 3 teams to ensure timely issue resolution and knowledge sharing.

• Account provisioning
• MDM configuration
• Laptop logistics coordination

Participate in monitoring, patching, security alerts, backup testing, and maintenance activities.

Contribute to SOPs and knowledge base improvements.

Client Experience

Serve as the primary point of contact for client support requests.

Communicate effectively through phone, email, chat, and video calls with non-technical users.

Set clear expectations and provide proactive updates throughout the resolution process.

Ensure clients feel supported and informed, even when issues require escalation.

Create clear and user-friendly ticket notes and follow-up communications.

What We're Looking For.

Technical Qualifications

• 6+ years of IT Support experience, preferably within a Managed Service Provider (MSP) environment.
• Strong experience supporting Mac/macOS environments.
• Experience administering Google Workspace and/or Microsoft 365.
• Hands-on experience with Jamf, Intune, or other MDM solutions.

Familiarity with security tools and technologies such as:

• SentinelOne
• Okta
• KnowBe4
• Similar cybersecurity platforms
• VPNs
• Firewalls
• Routing
• Cisco Meraki environments (preferred)

Excellent troubleshooting and technical documentation skills.

Client-Facing Skills

• Ability to explain technical concepts in simple, user-friendly language.
• Experience working in customer-facing support roles with strong customer satisfaction metrics (CSAT, NPS, etc.).
• Patience, empathy, and professionalism when assisting end-users.
• Strong written and verbal communication skills.

Soft Skills

• Outstanding time management and multitasking abilities.
• Collaborative mindset and willingness to share knowledge.
• Strong accountability and attention to detail.
• Proactive communication and commitment to follow-through.