Level 2 – IT Support Specialist & Client Support | Remote 1769

Softgic; United States; Remote; USD 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Fully remote

Zusammenfassung

Softgic is seeking a Level 2 IT Support Specialist to deliver advanced remote support for MSP clients in a fully remote US role. You will resolve complex issues across macOS, Google Workspace, and SaaS platforms while maintaining detailed ticket documentation and process SOPs.

Ideal candidates bring 6+ years of MSP experience, strong endpoint management skills (MDM), and excellent English communication. You will collaborate with Team 1 and Team 3, support onboarding, and participate in security

Qualifikationen

• 6+ years IT support experience in an MSP environment.
• Strong hands-on macOS support experience.
• Experience administering Google Workspace or Microsoft 365 in remote/hybrid environments.
• Experience with endpoint management and MDM (Jamf, Intune).
• Strong cybersecurity knowledge including Zero Trust solutions.
• Solid networking fundamentals (VPNs, firewalls, routing, Cisco Meraki).
• Proven client-facing support with measurable CSAT/NPS.
• Excellent written and spoken English skills.
• Ability to explain technical issues to non-technical users proficiently.

Aufgaben

• Provide Tier 2 technical support for escalated issues involving macOS, networks, Google Workspace, and SaaS platforms.
• Diagnose and resolve incidents with thorough documentation.
• Collaborate with Tier 1 and Tier 3 teams to resolve issues.
• Assist with onboarding: device enrollment, provisioning, MDM setup, laptop logistics.
• Support monitoring, patching, security alerts, and vulnerability remediation.
• Participate in backup testing and maintenance.
• Maintain and improve SOPs and knowledge base content.
• Deliver support via chat, email, video calls, and phone.
• Communicate technical concepts clearly to non-technical users.
• Keep clients informed throughout resolution with clear updates.
• Write organized, client-friendly ticket notes and documentation.

Kenntnisse

MSP experience

macOS support

Google Workspace / Microsoft 365

MDM (Jamf / Intune)

Zero Trust security

Networking fundamentals

CSAT experience

English communication

multitasking

Jobbeschreibung

Location: United States

This is a remote position.

Are you passionate about solving technical problems while delivering an outstanding client experience? We're looking for a Level 2 – IT Support Specialist & Client Support with strong experience in Managed Service Provider (MSP) environments to provide advanced technical support for remote and hybrid organizations. This role combines technical expertise with exceptional communication skills. You'll serve as the primary point of contact for clients, resolving complex technical issues, supporting modern macOS, Google Workspace, and SaaS environments, and ensuring every interaction builds trust and confidence.ResponsibilitiesProvide Tier 2 technical support for escalated issues involving macOS workstations, networks, Google Workspace, and SaaS platforms.Diagnose and resolve technical incidents independently while maintaining clear and thorough documentation.Collaborate with Tier 1 and Tier 3 teams to resolve issues and share technical knowledge.Support client onboarding processes, including device enrollment, account provisioning, MDM configuration, and laptop logistics.Assist with monitoring, patch management, security alert response, and user-facing vulnerability remediation activities.Participate in backup testing and maintenance procedures.Maintain and improve Standard Operating Procedures (SOPs) and knowledge base documentation.Deliver exceptional support through chat, email, video calls, and phone.Communicate technical concepts clearly and confidently to non-technical end users.Proactively keep clients informed throughout the resolution process.Write clear, organized, and client-friendly ticket notes and documentation.

Responsibilities

• Provide Tier 2 technical support for escalated issues involving macOS workstations, networks, Google Workspace, and SaaS platforms.
• Diagnose and resolve technical incidents independently while maintaining clear and thorough documentation.
• Collaborate with Tier 1 and Tier 3 teams to resolve issues and share technical knowledge.
• Support client onboarding processes, including device enrollment, account provisioning, MDM configuration, and laptop logistics.
• Assist with monitoring, patch management, security alert response, and user-facing vulnerability remediation activities.
• Participate in backup testing and maintenance procedures.
• Maintain and improve Standard Operating Procedures (SOPs) and knowledge base documentation.
• Deliver exceptional support through chat, email, video calls, and phone.
• Communicate technical concepts clearly and confidently to non-technical end users.
• Proactively keep clients informed throughout the resolution process.
• Write clear, organized, and client-friendly ticket notes and documentation.

Requisitos

• 6+ years of IT Support experience, including significant experience in a Managed Service Provider (MSP) environment.
• Strong 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 such as Jamf, Microsoft Intune, or similar platforms.
• Strong cybersecurity knowledge, including Zero Trust solutions such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent technologies.
• Solid networking fundamentals, including VPNs, firewalls, routing, and Cisco Meraki environments.
• Excellent troubleshooting, analytical thinking, and technical documentation skills.
• Proven experience in client-facing support roles with measurable customer satisfaction (CSAT, NPS, or similar metrics).
• Ability to explain technical issues in a simple, reassuring way to non-technical users.
• Excellent written and verbal English communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Collaborative mindset, accountability, empathy, and a strong customer-service orientation.

What We Offer?

• Fully remote work environment.
• Opportunity to support international clients using modern cloud and SaaS technologies.
• Exposure to cybersecurity, endpoint management, and enterprise IT best practices.
• Collaborative team with excellent professional growth opportunities.
• Continuous learning in a fast-paced, technology-driven environment.