IT Support Specialist II (MSP Environment) | Remote.

? We're Hiring: IT Support Specialist II
Are you a skilled IT professional who enjoys solving technical challenges while delivering an exceptional client experience? We're looking for an IT Support Specialist II to join our team and support fast-growing startup environments.

? Remote Opportunity
? Open to candidates with B2+ English proficiency or higher.

What You'll Do.

Technical Support.
✅ Provide Tier 2 support for escalated issues involving:
Mac/macOS workstations.
Networks and VPNs.
Google Workspace and Microsoft 365.
SaaS applications.
Endpoint management and MDM platforms.
✅ Troubleshoot and resolve incidents independently while maintaining clear documentation.
✅ Collaborate with Tier 1 and Tier 3 teams to ensure timely issue resolution and knowledge sharing.
✅ Support onboarding processes, including:
Device enrollment
Account provisioning
MDM configuration
Laptop logistics coordination
✅ Participate in monitoring, patching, security alerts, backup testing, and maintenance activities.




✅ Contribute to SOPs and knowledge base improvements.
Client Experience
✅ Serve as the primary point of contact for client support requests.
✅ Communicate effectively through phone, email, chat, and video calls with non-technical users.
✅ Set clear expectations and provide proactive updates throughout the resolution process.
✅ Ensure clients feel supported and informed, even when issues require escalation.
✅ Create clear and user-friendly ticket notes and follow-up communications.

What We're Looking For.
Technical Qualifications
✔ 6+ years of IT Support experience, preferably within a Managed Service Provider (MSP) environment.
✔ Strong experience supporting Mac/macOS environments.
✔ Experience administering Google Workspace and/or Microsoft 365.
✔ Hands-on experience with Jamf, Intune, or other MDM solutions.
✔ Familiarity with security tools and technologies such as:
SentinelOne
Okta
Entra ID
Cisco Umbrella
KnowBe4
Simi

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