Specialty
Languages and tools
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The role
The company, a nearshore outsourcing firm, is hiring a Level 2 IT support specialist for a managed service provider supporting US startups. The role mixes Tier 2 technical support with a lot of client communication.
What you will do
- Handle Tier 2 escalations across Mac workstations, networks, Google Workspace and SaaS platforms.
- Resolve incidents independently with clear, client-readable documentation.
- Support client onboarding: device enrollment, MDM setup, account provisioning and laptop logistics.
- Support monitoring, patching and alert response, and join backup testing.
- Talk with non-technical users by chat, email, video and phone, and set clear expectations.
- Improve SOPs and knowledge base articles.
What they ask for
- 6+ years of IT support, with substantial time at an MSP.
- Strong macOS support; Apple Desktop Support certification within 90 days if lacking.
- Google Workspace or Microsoft 365 administration for remote teams.
- MDM experience (Jamf, Intune or similar).
- Security tool familiarity (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4).
- Networking basics (VPNs, firewalls, routing), ideally Cisco Meraki.
- Client-facing support experience with good CSAT or NPS scores.
This is our own short reading of the posting. The full description, and anything that has changed since, is on the employer's careers page behind the apply button.