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

Role Description

This is a remote position. Are you passionate about solving technical problems while delivering an outstanding client experience? We're looking for a Level 2 – IT Support Specialist & Client Support with strong experience in Managed Service Provider (MSP) environments to provide advanced technical support for remote and hybrid organizations. This role combines technical expertise with exceptional communication skills. You'll serve as the primary point of contact for clients, resolving complex technical issues, supporting modern macOS, Google Workspace, and SaaS environments, and ensuring every interaction builds trust and confidence.

• Provide Tier 2 technical support for escalated issues involving macOS workstations, networks, Google Workspace, and SaaS platforms.
• Diagnose and resolve technical incidents independently while maintaining clear and thorough documentation.
• Collaborate with Tier 1 and Tier 3 teams to resolve issues and share technical knowledge.
• Support client onboarding processes, including device enrollment, account provisioning, MDM configuration, and laptop logistics.
• Assist with monitoring, patch management, security alert response, and user-facing vulnerability remediation activities.
• Participate in backup testing and maintenance procedures.
• Maintain and improve Standard Operating Procedures (SOPs) and knowledge base documentation.
• Deliver exceptional support through chat, email, video calls, and phone.
• Communicate technical concepts clearly and confidently to non-technical end users.
• Proactively keep clients informed throughout the resolution process.
• Write clear, organized, and client-friendly ticket notes and documentation.

Qualifications

• 6+ years of IT Support experience, including significant experience in a Managed Service Provider (MSP) environment.
• Strong hands-on experience supporting macOS devices.
• Experience administering Google Workspace or Microsoft 365 in remote or hybrid environments.
• Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or similar platforms.
• Strong cybersecurity knowledge, including Zero Trust solutions such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent technologies.
• Solid networking fundamentals, including VPNs, firewalls, routing, and Cisco Meraki environments.
• Excellent troubleshooting, analytical thinking, and technical documentation skills.
• Proven experience in client-facing support roles with measurable customer satisfaction (CSAT, NPS, or similar metrics).
• Ability to explain technical issues in a simple, reassuring way to non-technical users.
• Excellent written and verbal English communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Collaborative mindset, accountability, empathy, and a strong customer-service orientation.

Benefits

• Fully remote work environment.
• Opportunity to support international clients using modern cloud and SaaS technologies.
• Exposure to cybersecurity, endpoint management, and enterprise IT best practices.
• Collaborative team with excellent professional growth opportunities.
• Continuous learning in a fast-paced, technology-driven environment.