二级 - IT支持专员 & 客户支持 | 远程 1769
Level 2 – IT Support Specialist & Client Support | Remote 1769
这是一份远程职位。
你是否热衷于在提供卓越客户体验的同时解决技术问题？我们正在寻找一位具备丰富管理服务提供商（MSP）环境经验的二级IT支持专家兼客户支持人员，为远程和混合组织提供高级技术支持。该职位结合了专业技术能力和出色的沟通技巧。你将成为客户的首要联系人，解决复杂的的技术问题，支持现代的macOS、Google Workspace和SaaS环境，并确保每一次互动都能建立信任和信心。
职责
为涉及macOS工作站、网络、Google Workspace和SaaS平台的升级问题提供二级技术支持。
独立诊断和解决技术事件，同时保持清晰且详尽的文档记录。
与一级和三级团队合作解决问题并分享技术知识。
支持客户上线流程，包括设备注册、账户配置、MDM设置和笔记本物流。
协助监控、补丁管理、安全警报响应和面向用户漏洞修复活动。
参与备份测试和维护程序。
维护和改进标准操作流程（SOP）和知识库文档。
通过聊天、电子邮件、视频通话和电话提供卓越的支持。
向非技术人员清晰而自信地传达技术概念。
在解决问题的过程中主动向客户通报进展。
撰写清晰、有条理且对客户友好的工单备注和文档。
要求
6年以上IT支持经验，包括在管理服务提供商（MSP）环境中的丰富经验。
在macOS设备支持方面有扎实的实践经验。
在远程或混合环境中管理Google Workspace或Microsoft 365的经验。
在端点管理和MDM解决方案（如Jamf、Microsoft Intune或类似平台）方面的经验。
强大的网络安全知识，包括零信任解决方案（如SentinelOne、Okta、Entra ID、Cisco Umbrella、KnowBe4或同等技术）。
扎实的网络基础，包括VPN、防火墙、路由和Cisco Meraki环境。
出色的故障排除、分析思维和技术文档能力。
在面向客户的支持岗位上有实际经验，有可衡量的客户满意度（CSAT、NPS或类似指标）。
查看英文原文
This is a remote position.
Are you passionate about solving technical problems while delivering an outstanding client experience? We're looking for a Level 2 – IT Support Specialist & Client Support with strong experience in Managed Service Provider (MSP) environments to provide advanced technical support for remote and hybrid organizations. This role combines technical expertise with exceptional communication skills. You'll serve as the primary point of contact for clients, resolving complex technical issues, supporting modern macOS, Google Workspace, and SaaS environments, and ensuring every interaction builds trust and confidence.ResponsibilitiesProvide Tier 2 technical support for escalated issues involving macOS workstations, networks, Google Workspace, and SaaS platforms.Diagnose and resolve technical incidents independently while maintaining clear and thorough documentation.Collaborate with Tier 1 and Tier 3 teams to resolve issues and share technical knowledge.Support client onboarding processes, including device enrollment, account provisioning, MDM configuration, and laptop logistics.Assist with monitoring, patch management, security alert response, and user-facing vulnerability remediation activities.Participate in backup testing and maintenance procedures.Maintain and improve Standard Operating Procedures (SOPs) and knowledge base documentation.Deliver exceptional support through chat, email, video calls, and phone.Communicate technical concepts clearly and confidently to non-technical end users.Proactively keep clients informed throughout the resolution process.Write clear, organized, and client-friendly ticket notes and documentation.
Requisitos
6+ years of IT Support experience, including significant experience in a Managed Service Provider (MSP) environment. Strong hands-on experience supporting macOS devices.Experience administering Google Workspace or Microsoft 365 in remote or hybrid environments.Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or similar platforms.Strong cybersecurity knowledge, including Zero Trust solutions such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent technologies.Solid networking fundamentals, including VPNs, firewalls, routing, and Cisco Meraki environments.Excellent troubleshooting, analytical thinking, and technical documentation skills.Proven experience in client-facing support roles with measurable customer satisfaction (CSAT, NPS, or similar metrics).Ability to explain technical issues in a simple, reassuring way to non-technical users.Excellent written and verbal English communication skills.Strong organizational skills with the ability to manage multiple priorities simultaneously.Collaborative mindset, accountability, empathy, and a strong customer-service orientation.What We Offer? Fully remote work environment.? Opportunity to support international clients using modern cloud and SaaS technologies.? Exposure to cybersecurity, endpoint management, and enterprise IT best practices.? Collaborative team with excellent professional growth opportunities.? Continuous learning in a fast-paced, technology-driven environment.
Originally posted on Himalayas