Level 2 IT Support Specialist & Client Support - Remote

Overview

Teamswell is a high-growth nearshore outsourcing company working for US companies. Our mission is to help small and medium-sized US businesses grow and become more profitable by having access to highly engaged, skilled, and experienced talent at a fair price, and to generate career opportunities for bilingual professionals in Latin America with fair compensation and professional and personal growth opportunities.

We are currently looking for a Level 2 IT Support Specialist & Client 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 cared for.

In Short

• Provide Tier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.
• Troubleshoot and resolve incidents independently with clear, client-readable documentation.
• Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge.
• Support client onboarding workflows: device enrollment, MDM configuration, account provisioning, Laptop Logistics coordination.
• Support monitoring, patching, and alert response workflows.
• Participate in backup testing and maintenance routines.
• Contribute to SOP and knowledge base documentation improvements.
• Be the front line of client interaction – every support touchpoint is a moment that shapes how clients feel about Ignition.
• Communicate clearly and warmly with non-technical end-users via chat, email, video, and phone.
• Set expectations proactively regarding issue resolution timelines.

Requirements

• 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP).
• Strong Mac/macOS support experience.
• Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces.
• Experience with endpoint management / MDM tools (Jamf, Intune, or similar).
• Strong cybersecurity literacy and familiarity with zero-trust SaaS security platforms.
• Solid networking fundamentals (VPNs, firewalls, routing).
• Strong troubleshooting methodology with clear documentation habits.
• Demonstrated ability to explain technical issues to non-technical people.
• Experience in a client-facing support role where customer satisfaction was measured.
• Comfort supporting end-users who may be frustrated or stressed.

Benefits

• Opportunity to work in a fast-paced and rapidly changing environment.
• Career growth opportunities for bilingual professionals.
• Engaged and skilled team environment.
• Fair compensation.
• Work from anywhere in El Salvador.