Este es un puesto de teletrabajo.

We are looking for a Level 2 IT Support Specialist with 6+ years of IT support experience, including substantial experience working within a Managed Service Provider (MSP) environment.

The ideal candidate will provide technical support across Mac/macOS devices, Google Workspace, SaaS platforms, networking, and cybersecurity tools, while delivering an exceptional client experience to startup teams and remote or hybrid workforces.

This role requires a strong balance of technical troubleshooting expertise and excellent client communication skills. The successful candidate must be able to resolve technical issues independently, explain solutions clearly to non-technical users, and maintain positive client relationships.

Key Responsibilities

- Provide Tier 2 technical support for escalated issues involving Mac/macOS workstations, networks, Google Workspace, and SaaS applications.

- Independently troubleshoot, resolve, and document technical incidents, ensuring clear and timely communication.

- Administer and support Google Workspace or Microsoft 365 environments, including user accounts, access management, and provisioning.

- Support client onboarding processes, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination.

- Troubleshoot connectivity issues involving VPNs, firewalls, routing, and network environments, including Cisco Meraki.

- Support endpoint security, identity and access management tools, monitoring, patch management, and vulnerability remediation workflows.

- Participate in backup testing, preventive maintenance, and security alert response activities.

- Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.

- Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.

- Provide direct client support through email, chat, phone, and video calls,



explaining technical issues and solutions in clear, non-technical language.

- Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients.

- Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.

Requisitos

- remediation workflows.

- Participate in backup testing, preventive maintenance, and security alert response activities.

- Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.

- Manage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.

- Provide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language.

- Proactively communicate ticket updates, expected resolution timelines, and escalation status to clients.

- Create and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.

Requirements

Technical Experience & Skills

- 6+ years of professional IT support experience, including substantial experience in an MSP (Managed Service Provider) environment.

- Strong hands-on experience supporting Apple Mac devices and macOS. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.

- Experience administering Google Workspace or Microsoft 365 for remote or hybrid workforces.

- Experience with endpoint management and MDM solutions, such as Jamf, Microsoft Intune, or equivalent tools.





- Strong cybersecurity knowledge and familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4, or equivalent solutions.

- Solid networking fundamentals, including VPNs, firewalls, and routing.

- Experience supporting Cisco Meraki environments is preferred.

- Strong independent troubleshooting and problem-solving skills.

- Experience documenting technical incidents, resolutions, and support procedures.

Client Support & Communication Skills

- Proven experience providing direct technical support to external clients and end users.

- Ability to explain complex technical issues to non-technical users in a clear, professional, and reassuring manner.

- Experience working in client-facing support roles with measured customer satisfaction results, such as CSAT, NPS, or equivalent metrics, and a strong performance record.

- Ability to handle frustrated or stressed users with patience, empathy, and professionalism.

- Excellent verbal and written communication skills, including clear ticket documentation and client follow-ups.

- Strong time management skills and the ability to handle multiple tickets across different client accounts.

- Proactive communication, attention to detail, accountability, and strong teamwork skills.

Ideal Candidate Profile

We are seeking a professional who combines strong Level 2 technical support experience in MSP environments with outstanding client service skills.

The ideal candidate is comfortable working in Mac-first, Google Workspace-first, and SaaS-security environments, independently resolving technical issues while maintaining clear, empathetic, and proactive communication with clients.

Important: This is not a traditional NOC, backend infrastructure, or Windows Server/Active Directory-focused position. Direct client interaction, communication skills, and customer satisfaction are equally important as technical expertise.

📌 Level 2 – IT Support Specialist & Client Support 1756 (Ciudad de México)
🏢 Softgic
📍 Ciudad de México