Level 2 – IT Support Specialist & Client Support

Work Setup: Fully Remote Work Schedule: Monday – Friday, Pacific Standard Time Salary: $1,800 - $2,000 Role Overview 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: Technical Delivery ProvideTier 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 Client Experience 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 Required Qualifications Technical 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 Client-Facing Skills (Equally Weighted) 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