Level 2 – IT Support Specialist & Client Support | Remote 1769
你正在寻找一个2级 IT 支持专家和客户支持，拥有管理服务提供商 (MSP) 环境的丰富经验，以为远程和混合组织提供先进技术支持。这个角色结合了技术专业知识与卓越的沟通技能。你将作为客户的主要接触点，解决复杂的技术问题，支持现代 macOS,Google 工作空间和 SaaS 环境，并确保每一个互动都建立了信任和信心。责任提供级2技术支持，用于涉及 macOS 工作站，网络，谷歌工作空间和 SaaS 平台的升级问题。在保持清晰和全面的文档时独立诊断和解决技术事件。与 Tier 1 和 Tier 3团队合作解决问题和分享技术知识。支持客户端登录流程，包括设备注册，会计，MDM 配置和笔记本电脑物流。协助计算机运输人员。监控，补丁管理，安全警报响应和面对用户的漏洞修复活动。参与备份测试和维护程序。保持和改进标准操作程序 (SOP) 和知识库文档。通过聊天，电子邮件，视频通话和电话提供特殊支持。向非技术最终用户明确且自信地传达技术概念。在整个解决过程中积极地通知客户。写清楚，有组织性和客户友好的票据和文档。要求6年以上 IT 支持经验，包括管理服务提供者 (MSP)环境中的重大经验。支持 macOS 设备的实践经验。在远程或混合环境中管理 Google Workspace 或 Microsoft 365的经验。与 Jamf,微软 Intune 等端点管理和 MDM 解决方案的经验，以及类似平台。强大的网络安全知识，包括 SentinelOne,Okta,Entra ID,CiscoUmbrella,KnowBe4等技术等零信任解决方案。包括 VPN,防火墙，路由和 Cisco Meraki 环境中的坚实的网络基础。优秀的故障处理，分析思维和技术文档技能。具有可测量的客户满意度 （CSAT,NPS 或类似 m）的客户面对支持角色的经验
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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