Level 2 IT Support Specialist & Client Support
T
TeamswellIT support
Workable workplace: remote; Workable locations: El Salvador. Honduras. Nicaragua. GuatemalaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP).
- Required Skills
- Google WorkspaceNetworking
Requirements
- Have 6+ years of IT support experience, including substantial time at an IT Managed Service Provider (MSP).
- Bring strong Mac/macOS support experience.
- If you do not have extensive Apple experience, obtain Apple Desktop Support certification within 90 days.
- Have experience administering Google Workspace or Microsoft 365 for remote or hybrid workforces.
- Have experience with endpoint management or MDM tools such as Jamf, Intune, or similar.
- Be familiar with zero-trust SaaS security platforms such as SentinelOne, Okta, Entra ID, Cisco Umbrella, or KnowBe4, or equivalent.
- Have solid networking fundamentals, including VPNs, firewalls, and routing; Cisco Meraki experience is preferred.
- Use a strong troubleshooting methodology and maintain clear documentation.
- Have client-facing support experience with measured customer satisfaction and strong results, such as NPS or CSAT.
- Explain technical issues clearly to non-technical people and support frustrated or stressed end-users with patience and empathy.
- Demonstrate time management, attention to detail, accountability, proactive communication, and the ability to manage multiple tickets across client accounts.
Responsibilities
- Provide Tier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.
- Troubleshoot and resolve incidents independently, documenting them clearly for clients.
- Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge.
- Support client onboarding workflows, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination.
- Support monitoring, patching, and alert response workflows, including user-facing CVE remediation notifications.
- Participate in backup testing and maintenance routines.
- Contribute to SOP and knowledge base documentation improvements.
- Communicate proactively and warmly with non-technical end-users through chat, email, video, and phone.
- Set client expectations about resolution timing and follow-up, and retain ownership of communication when escalating issues.
- Write ticket notes and follow-ups that non-technical readers can understand.
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