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.
✅ 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.