Remote Tier 2 IT Support Specialist (Security‑First)

Magic, Inc.; United States; Remote; USD 8,000 - 11,000; Full time

Job summary

Magic, Inc. is seeking a Tier 2 Technical Support Specialist to independently manage routine issues with a security‑first mindset. You will support users across Windows, macOS, Microsoft 365, and Google Workspace, ensuring issues are documented, resolved, or escalated.

This remote role requires strong troubleshooting, clear communication, and adherence to security procedures. 40 hours/week; US‑based applicants encouraged to apply.

Qualifications

• 2–4 years of Service Desk/Helpdesk IT support with Tier 2 troubleshooting.
• Troubleshooting across Windows and macOS environments.
• Experience supporting Microsoft 365 and Google Workspace users.
• Working knowledge of MFA, least privilege, phishing indicators, identity and access management, endpoint security, and basic incident response.
• Strong ticket documentation, prioritization, escalation, and user communication.

Responsibilities

• Serve as frontline contact for client IT issues via phone, email, Freshservice, and Slack.
• Log, prioritize, troubleshoot, and resolve tickets using documented procedures.
• Diagnose Windows and macOS issues involving software, peripherals, Wi‑Fi, VPNs, and network connectivity.
• Support users with Microsoft 365 and Google Workspace.
• Maintain accurate ticket notes, follow workflows, and meet SLA expectations.
• Escalate unresolved issues to Level 3 with clear steps and documentation.
• Onboard/offboard users across JumpCloud, Microsoft 365, and Google Workspace.
• Verify user identity before account actions; assist with MFA and conditional access.
• Apply least-privilege principles and follow access-management procedures.
• Recognize security risks, triage phishing and alerts, and escalate as needed.
• Coach users on basic security hygiene and safe tech practices.
• Maintain security documentation and improve knowledge-base articles.

Skills

Windows troubleshooting

macOS troubleshooting

Microsoft 365

Google Workspace

MFA / IAM

Incident response basics

Ticket documentation

Strong communication

Tools

JumpCloud

Cisco Duo

Freshservice

Job description

Magic, Inc. is seeking a Tier 2 Technical Support Specialist to independently manage routine issues with a security‑first mindset. You will support users across Windows, macOS, Microsoft 365, and Google Workspace, ensuring issues are documented, resolved, or escalated.

This remote role requires strong troubleshooting, clear communication, and adherence to security procedures. 40 hours/week; US‑based applicants encouraged to apply.