Level 3 IT Support Specialist & Client Support
New
T
TeamswellManaged Services Provider
El Salvador. Honduras. Nicaragua. Mexico. GuatemalaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- Google Workspace
Requirements
- 10+ years of experience in IT support, systems administration, and security project implementation.
- Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.
- Experience administering Google Workspace environments for distributed/remote teams.
- Strong cybersecurity literacy: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent).
- Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments.
- Experience with endpoint management / MDM tools (Jamf, Intune, or similar).
- Demonstrated experience leading SaaS security implementation projects end-to-end: from scoping and proposal through deployment and client sign-off.
- Demonstrated experience as the primary point of contact for client accounts.
- Proven ability to explain technical issues to non-technical audiences in plain language.
- Experience leading or co-leading client meetings, project kickoffs, and status reviews.
- High customer satisfaction scores or equivalent evidence of strong client relationships (references, testimonials, NPS).
- Comfort with ambiguity: startup clients often don’t know what they need, and you help them figure it out.
- Ownership mindset – if it’s your account, it’s your problem until it’s solved.
- Ability to work independently with minimal supervision across multiple time zones.
- Continuous improvement orientation: you don’t just fix the ticket, you fix the system that created the ticket.
- Strong written communication – client-facing emails and documentation should be clear, professional, and warm.
Responsibilities
- Own the deployment, configuration, and lifecycle management of security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments.
- Provide Tier 2 and Tier 3 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.
- Troubleshoot and resolve incidents independently with clear, client-readable documentation.
- Lead technical projects: migrations, security tool rollouts, network upgrades, compliance implementations.
- Develop process automation to reduce repetitive manual work (not infrastructure-as-code; think workflow efficiency).
- Own recurring technical issues and implement long-term root-cause fixes.
- Support monitoring, patching (including CVE remediation alerting), and incident response workflows.
- Evaluate new platforms to determine their suitability as part of our tool stack.
- Perform system updates, backups, and security audits.
- Serve as the primary technical point of contact for assigned client accounts.
- Translate complex technical concepts into clear, confident language for non-technical stakeholders (startup founders, ops managers, office managers).
- Lead client-facing project presentations: scoping, status updates, and post-implementation reviews.
- Collaborate with Tier 1 and Tier 2 team members to share knowledge and elevate the team’s client communication standards.
- Bridge the gap between subject matter experts and end-users – ensure that SOPs, documentation, and client-facing instructions are user-friendly and accessible.
- Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership.
- Contribute to and improve knowledge base documentation with a client-readability lens.
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