Level 2 – IT Support Specialist & Client Support 1756

Softgic; United States; Remote; MXN 360,000 - 480,000; Full time

Job summary

Softgic is seeking a Level 2 IT Support Specialist with 6+ years of IT support experience, especially in MSP settings. The role focuses on Mac/macOS, Google Workspace, SaaS security tools, and VPN/firewall networking to support startup teams and remote/hybrid workforces.

You will resolve incidents independently, communicate clearly to non-technical users, and maintain strong client relationships while documenting procedures and improving SOPs.

Qualifications

• 6+ years of professional IT support experience in MSP environments.
• Strong hands-on Apple Mac and macOS support.
• Experience administering Google Workspace or Microsoft 365 for remote teams.
• Experience with endpoint management and MDM solutions.
• Solid cybersecurity knowledge and zero-trust SaaS security platforms.

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.
• Manage Google Workspace or Microsoft 365 environments and provisioning.
• Support client onboarding: device enrollment, MDM, account provisioning, and logistics.
• Troubleshoot VPNs, firewalls, routing, and Cisco Meraki environments.
• Support endpoint security, IAM, monitoring, patches, and remediation workflows.
• Collaborate with Tier 1 and Tier 3 teams to resolve incidents and share knowledge.
• Create SOPs, KB articles, and technical documentation.

Skills

Mac/macOS support

Google Workspace

MSP experience

Cybersecurity tools

CSAT/customer service

Tools

Jamf

Microsoft Intune

Cisco Meraki

Google Workspace Admin

MDM

Job description

We are looking for a Level 2 IT Support Specialist with 6+ years of IT support experience, including substantial experience working within a Managed Service Provider (MSP) environment.

The ideal candidate will provide technical support across Mac/macOS devices, Google Workspace, SaaS platforms, networking, and cybersecurity tools, while delivering an exceptional client experience to startup teams and remote or hybrid workforces.

This role requires a strong balance of technical troubleshooting expertise and excellent client communication skills. The successful candidate must be able to resolve technical issues independently, explain solutions clearly to non-technical users, and maintain positive client relationships.

Key Responsibilities

Este es un puesto de trabajo remoto.

We are looking for a Level 2 IT Support Specialist with 6+ years of IT support experience, including substantial experience working within a Managed Service Provider (MSP) environment.

The ideal candidate will provide technical support across Mac/macOS devices, Google Workspace, SaaS platforms, networking, and cybersecurity tools, while delivering an exceptional client experience to startup teams and remote or hybrid workforces.

This role requires a strong balance of technical troubleshooting expertise and excellent client communication skills. The successful candidate must be able to resolve technical issues independently, explain solutions clearly to non-technical users, and maintain positive client relationships.

Key Responsibilities

• Provide Tier 2 technical support for escalated issues involving Mac/macOS workstations, networks, Google Workspace, and SaaS applications.
• Independently troubleshoot, resolve, and document technical incidents, ensuring clear and timely communication.
• Administer and support Google Workspace or Microsoft 365 environments, including user accounts, access management, and provisioning.
• Support client onboarding processes, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination.
• Troubleshoot connectivity issues involving VPNs, firewalls, routing, and network environments, including Cisco Meraki.
• Support endpoint security, identity and access management tools, monitoring, patch management, and vulnerability remediation workflows.
• Participate in backup testing, preventive maintenance, and security alert response activities.
• Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.
• Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.
• Provide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language.
• Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients.
• Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.

Requisitos

• remediation workflows.
• Participate in backup testing, preventive maintenance, and security alert response activities.
• Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.
• Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.
• Provide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language.
• Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients.
• Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.

Requirements

Technical Experience & Skills

• 6+ years of professional IT support experience, including substantial experience in an MSP (Managed Service Provider) environment.
• Strong hands-on experience supporting Apple Mac devices and macOS. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.
• Experience administering Google Workspace or Microsoft 365 for remote or hybrid workforces.
• Experience with endpoint management and MDM solutions, such as Jamf, Microsoft Intune, or equivalent tools.
• Strong cybersecurity knowledge and familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4, or equivalent solutions.
• Solid networking fundamentals, including VPNs, firewalls, and routing.
• Experience supporting Cisco Meraki environments is preferred.
• Strong independent troubleshooting and problem-solving skills.
• Experience documenting technical incidents, resolutions, and support procedures.

Client Support & Communication Skills

• Proven experience providing direct technical support to external clients and end users.
• Ability to explain complex technical issues to non-technical users in a clear, professional, and reassuring manner.
• Experience working in client-facing support roles with measured customer satisfaction results, such as CSAT, NPS, or equivalent metrics, and a strong performance record.
• Ability to handle frustrated or stressed users with patience, empathy, and professionalism.
• Excellent verbal and written communication skills, including clear ticket documentation and client follow-ups.
• Strong time management skills and the ability to handle multiple tickets across different client accounts.
• Proactive communication, attention to detail, accountability, and strong teamwork skills.

Ideal Candidate Profile

We are seeking a professional who combines strong Level 2 technical support experience in MSP environments with outstanding client service skills.

The ideal candidate is comfortable working in Mac-first, Google Workspace-first, and SaaS-security environments, independently resolving technical issues while maintaining clear, empathetic, and proactive communication with clients.

Important: This is not a traditional NOC, backend infrastructure, or Windows Server/Active Directory-focused position. Direct client interaction, communication skills, and customer satisfaction are equally important as technical expertise.