Mac-First MSP Level 2 IT Support Specialist

Zohorecruit; United States; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Zohorecruit is seeking a Level 2 IT Support Specialist to deliver escalated technical support for MSP clients. You will manage Mac devices, Google Workspace, and SaaS platforms while maintaining excellent client communication across remote and hybrid teams.

Responsibilities include onboarding, VPN/firewall troubleshooting, MDM configuration, endpoint security, and security alert responses. Strong documentation and collaboration with Tier teams are essential to succeed.

Qualifications

• 6+ years of professional IT support experience, including MSP environments.
• Experience with Mac devices and macOS.
• Experience administering Google Workspace or Microsoft 365.
• Experience with endpoint management/MDM solutions (Jamf, Intune).
• Strong cybersecurity knowledge and familiarity with SaaS security platforms.

Responsibilities

• Provide Tier 2 technical support for escalated issues involving Mac, networks, Google Workspace, and SaaS apps.
• Troubleshoot, resolve, and document technical incidents with clear communication.
• Administer Google Workspace or Microsoft 365 environments for remote/hybrid workforces.
• Support client onboarding, device enrollment, MDM configuration, and provisioning.
• Troubleshoot VPN, firewall, routing, and network issues (Cisco Meraki).
• Support endpoint security, IAM tools, patch management, and vulnerability remediation workflows.
• Participate in backup testing, preventive maintenance, and security alert response.
• Collaborate with Tier 1/3 support to resolve incidents and share knowledge.
• Manage multiple tickets across client accounts with proper documentation and follow-up.
• Provide direct client support via email, chat, phone, and video calls.
• Proactively communicate ticket updates and escalation statuses to clients.
• Create and improve SOPs, knowledge base articles, and technical documentation.

Skills

Mac support

Google Workspace

MDM management

Endpoint security

Networking

VPNs & firewalls

Cisco Meraki

Documentation

Customer communication

Tools

Jamf

Microsoft Intune

Job description

Zohorecruit is seeking a Level 2 IT Support Specialist to deliver escalated technical support for MSP clients. You will manage Mac devices, Google Workspace, and SaaS platforms while maintaining excellent client communication across remote and hybrid teams.

Responsibilities include onboarding, VPN/firewall troubleshooting, MDM configuration, endpoint security, and security alert responses. Strong documentation and collaboration with Tier teams are essential to succeed.