Remote MSP IT Support Specialist (Tier 2)

Softgic; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

MSP experience

macOS support

Google Workspace / Microsoft 365

MDM (Jamf / Intune)

Zero Trust security

Networking fundamentals

CSAT experience

English communication

multitasking

Job description

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