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 idóneo 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-techn

📌 Level 2 – It Support Specialist (Ciudad Juárez)
🏢 Softgic
📍 Ciudad Juárez