[Hiring] Level 2 – IT Support Specialist & Client Support @HireArchi

Role Description

This is a Help Desk and Technical Support role with a strong emphasis on client communication. The person in this role handles the majority of day-to-day support interactions with startup teams; they're the voice clients hear most often. Technical chops matter, but so does the ability to make a stressed-out employee feel taken care of.

If you are the type who can resolve a Google Workspace sync issue, walk a remote employee through a fix over Zoom, and close the ticket with documentation that a colleague could follow, all while keeping the client feeling supported, not talked down to - YOU belong here.

This Role IS:

• The face of our company to technologically sophisticated, security-conscious clients — you own relationships, not just tickets
• Equal parts technical problem-solving and warm, clear client communication
• A Mac-first, Google Workspace-first, SaaS-security environment
• Autonomy with accountability — startup clients expect fast, independent judgment

This Role IS NOT:

• A backend NOC or infrastructure role where you work silently behind the scenes
• A pure engineering role — if you prefer zero client contact, this is not the right fit
• A Windows Server / Active Directory / on-prem data center environment
• A role with heavy supervision and rigid escalation paths

Responsibilities

• Provide Tier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms
• Troubleshoot and resolve incidents independently with clear, client-readable documentation
• Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge
• Support client onboarding workflows: device enrollment, MDM configuration, account provisioning, and Laptop Logistics coordination
• Support monitoring, patching, and alert response workflows — including user-facing CVE remediation notifications
• Participate in backup testing and maintenance routines
• Contribute to SOP and knowledge base documentation improvements
• Serve as the front line of client interaction— every support touchpoint shapes how clients feel about Ignition
• Communicate clearly and warmly with non-technical end-users (startup employees, ops teams, office managers) via chat, email, video, and phone
• Set expectations proactively — no silent gaps; if a fix takes time, the client knows what's happening and when to expect an update
• Own client communication through escalations — clients should never feel passed off without context
• Write ticket notes and follow-ups that a non-technical reader can easily understand

Qualifications

• 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP)
• Strong Mac/macOS support experience (candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days)
• Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces
• Experience with endpoint management/MDM tools (Jamf, Intune, or similar)
• Strong cybersecurity literacy: familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent
• Solid networking fundamentals (VPNs, firewalls, routing), ideally with Cisco Meraki experience
• Strong troubleshooting methodology with consistent documentation habits
• Demonstrated ability to explain technical issues to non-technical people in plain, reassuring language
• Experience in a client-facing support role where customer satisfaction was measured — and you scored well (NPS, CSAT, or equivalent)
• Patience and empathy when supporting end-users who are frustrated, stressed, or unfamiliar with technology — these are non-negotiable
• Clear, professional written communication across tickets, emails, and follow-ups

Soft Skills

• Strong time management and ability to manage multiple tickets across multiple client accounts simultaneously
• Team-first mindset — you share knowledge, flag patterns, and actively help teammates improve
• Accountability and attention to detail — if you commit to a follow-up, you follow through
• Proactive communicator — you never wait for a client to chase you