Level 2 – IT Support Specialist & Client Support 1756

This is a remote position. We are looking for aLevel 2 IT Support Specialistwith6+ years of IT support experience, including substantial experience working within aManaged Service Provider (MSP)environment. The ideal candidate will provide technical support acrossMac/macOS devices, Google Workspace, SaaS platforms, networking, and cybersecurity tools, while delivering an exceptional client experience to startup teams and remote or hybrid workforces. This role requires a strong balance of technical troubleshooting expertise and excellent client communication skills. The successful candidate must be able to resolve technical issues independently, explain solutions clearly to non-technical users, and maintain positive client relationships. Key Responsibilities - Provide Tier 2 technical support for escalated issues involving Mac/macOS workstations, networks, Google Workspace, and SaaS applications. - Independently troubleshoot, resolve, and document technical incidents, ensuring clear and timely communication. - Administer and support Google Workspace or Microsoft 365 environments, including user accounts, access management, and provisioning. - Support client onboarding processes, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination. - Troubleshoot connectivity issues involving VPNs, firewalls, routing, and network environments, including Cisco Meraki. - Support endpoint security, identity and access management tools, monitoring, patch management, and vulnerability remediation workflows. - Participate in backup testing, preventive maintenance, and security alert response activities. - Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge. - Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability. - Provide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language. - Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients. - Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation. Requisitos - remediation workflows. - Participate in backup testing, preventive maintenance, and security alert response activities. - Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge. - Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability. - Provide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language. - Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients. - Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation. Requirements Technical Experience & Skills - 6+ years of professional IT support experience, including substantial experience in anMSP (Managed Service Provider)environment. - Strong hands-on experience supportingApple Mac devices and macOS. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days. - Experience administeringGoogle Workspace or Microsoft 365for remote or hybrid workforces. - Experience with endpoint management andMDM solutions, such as Jamf, Microsoft Intune, or equivalent tools. - Strong cybersecurity knowledge and familiarity with zero-trust SaaS security platforms such asSentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4, or equivalent solutions. - Solid networking fundamentals, includingVPNs, firewalls, and routing. - Experience supportingCisco Meraki environmentsis preferred. - Strong independent troubleshooting and problem-solving skills. - Experience documenting technical incidents, resolutions, and support procedures. Client Support & Communication Skills - Proven experience providing direct technical support to external clients and end users. - Ability to explain complex technical issues to non-technical users in a clear, professional, and reassuring manner. - Experience working in client-facing support roles with measured customer satisfaction results, such asCSAT, NPS, or equivalent metrics, and a strong performance record. - Ability to handle frustrated or stressed users with patience, empathy, and professionalism. - Excellent verbal and written communication skills, including clear ticket documentation and client follow-ups. - Strong time management skills and the ability to handle multiple tickets across different client accounts. - Proactive communication, attention to detail, accountability, and strong teamwork skills. Ideal Candidate Profile We are seeking a professional who combinesstrong Level 2 technical support experience in MSP environments with outstanding client service skills. The ideal candidate is comfortable working inMac-first, Google Workspace-first, and SaaS-security environments, independently resolving technical issues while maintaining clear, empathetic, and proactive communication with clients. Important:This is not a traditional NOC, backend infrastructure, or Windows Server/Active Directory-focused position. Direct client interaction, communication skills, and customer satisfaction are equally important as technical expertise. Originally posted on Himalayas