Technical Support Specialist II

📍 Remote | 🕒 Monday to Friday, 8:30 AM - 5:00 PM

🚀 Role Overview

We're looking for a Technical Support Specialist II with strong customer service skills to support startup clients in a fast-paced environment. This person will serve as a key point of contact, resolving technical issues while delivering an exceptional client experience.

🛠️ Key Responsibilities

• Provide Tier 2 support for MacOS, Google Workspace, Microsoft 365, networks, and SaaS platforms.
• Troubleshoot and resolve technical issues with clear documentation.
• Support onboarding activities, including device setup, MDM enrollment, and account provisioning.
• Collaborate with Tier 1 and Tier 3 teams on escalated issues.
• Assist with patching, monitoring, backups, and security-related communications.
• Maintain and improve SOPs and knowledge base documentation.
• Deliver outstanding support via chat, email, phone, and video calls.
• Keep clients informed throughout the resolution process and ensure a positive experience.

✅ Required Qualifications

• 6+ years of IT Support experience, preferably within an MSP environment.
• English B2
• Strong experience supporting MacOS environments.
• Experience with Google Workspace and/or Microsoft 365.
• Knowledge of Jamf, Intune, or other MDM tools.
• Understanding of cybersecurity tools such as Okta, Entra ID, SentinelOne, Cisco Umbrella, or similar.
• Networking knowledge (VPNs, firewalls, routing, Cisco Meraki preferred).
• Excellent troubleshooting and documentation skills.
• Strong communication, empathy, patience, and customer-facing experience.

⭐ Ideal Candidate

Someone who combines strong technical expertise with exceptional customer service, can explain technical concepts in simple terms, and thrives in a remote, client-facing environment. 🤝💡

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