Remote MSP IT Support Specialist (Level 2)

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

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.