Level 2 IT Support Specialist & Client Support - Remote

Overview

This is a Help Desk and Technical Support role with a strong emphasis on client communication. The person in this role handles the majority of day-to-day support interactions with startup teams; they're the voice clients hear most often. Technical chops matter, but so does the ability to make a stressed-out employee feel taken care of.

In Short

• Fully remote position with a Monday to Friday schedule in PST.
• Provide Tier 2 support for Mac workstations and Google Workspace.
• Handle client interactions with a focus on clear communication.
• Support onboarding workflows and device management.
• Collaborate with Tier 1 and Tier 3 teams.
• Participate in monitoring, patching, and alert response workflows.
• Contribute to SOP and knowledge base improvements.
• Demonstrate patience and empathy in client interactions.
• Manage multiple tickets across various client accounts.
• Maintain accountability and attention to detail in follow-ups.

Requirements

• 6+ years of IT support experience, preferably at an MSP.
• Strong macOS support experience required.
• Experience with Google Workspace or Microsoft 365.
• Familiarity with endpoint management tools like Jamf or Intune.
• Strong cybersecurity literacy and networking fundamentals.
• Ability to explain technical issues to non-technical users.
• Experience in a client-facing support role with measurable customer satisfaction.
• Excellent written communication skills.
• Proactive communicator who manages client expectations.
• Team-oriented with a strong time management ability.

Benefits

• Work in a remote-first environment.
• Opportunity to work with startup clients.
• Autonomy with accountability in your role.
• Engage in a culture of continuous improvement.
• Collaborate with a supportive team.