Remote MSP IT Support Specialist – Mac & Google Workspace

Softgic; Mexico; On-site; PHP 3,701,418 - 5,552,127; Full time

Benefits offered by this job

Fully remote work environment

International client exposure

Job summary

Softgic is seeking an experienced Level 2 IT Support Specialist to deliver high-level MSP support for remote and hybrid environments. You will resolve escalated issues related to macOS, Google Workspace, and SaaS platforms while maintaining thorough documentation.

Ideal candidates have 6+ years in IT support within MSP settings, strong cybersecurity knowledge, and solid networking fundamentals. You’ll work with international clients in a fully remote, cloud-driven team.

Qualifications

• 6+ years in IT support, MSP environment experience.
• Strong hands-on macOS support.
• Experience administering Google Workspace or Microsoft 365 in remote/hybrid settings.
• Experience with endpoint management/MDM solutions (Jamf, Intune).
• Strong cybersecurity knowledge, Zero Trust tech (SentinelOne, Okta, Entra ID, Cisco Umbrella).
• Solid networking basics including VPNs, firewalls, routing, Meraki.
• Excellent troubleshooting and technical documentation skills.
• Proven client-facing support with measurable CSAT/NPS or similar.

Responsibilities

• Provide Tier 2 technical support for macOS, networks, Google Workspace, and SaaS platforms.
• Diagnose and resolve incidents independently with clear documentation.
• Collaborate with Tier 1/3 teams to resolve issues and share knowledge.
• Support client onboarding, device enrollment, and MDM configuration.
• Assist with monitoring, patch management, security alerts, and vulnerability remediation.
• Participate in backup testing and SOP/KB improvements.
• Deliver support via chat, email, video calls, and phone.
• Explain technical concepts clearly to non-technical users.

Skills

MSP experience

macOS support

Google Workspace

English fluency

Troubleshooting

Documentation

CSAT/NPS

English communication

Customer service

Multitasking

Networking knowledge

Tools

Jamf

Microsoft Intune

Cisco Meraki

Job description

Softgic is seeking an experienced Level 2 IT Support Specialist to deliver high-level MSP support for remote and hybrid environments. You will resolve escalated issues related to macOS, Google Workspace, and SaaS platforms while maintaining thorough documentation.

Ideal candidates have 6+ years in IT support within MSP settings, strong cybersecurity knowledge, and solid networking fundamentals. You’ll work with international clients in a fully remote, cloud-driven team.