Level 2 – IT Support Specialist, Client Support

🕒 October 8

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 22%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Softgic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

💼 Consulting

🤝 B2B

🤖 Artificial Intelligence

Consulting • B2B • Artificial Intelligence

Softgic is a digital and cognitive transformation services company that provides custom software development, automation, cloud and cybersecurity, and emerging-technology solutions to business clients. With more than a decade of experience, Softgic offers specialized “labs” for Solutions Design (UX, Agile, process design), Build (coding, low-code, mobile, DevOps), Metaverse (VR/AR, blockchain, NFTs, virtual economy), Data (Big Data, BI, AI/ML), Automation (RPA, BPM) and Go Live (cloud, IT operations, cybersecurity). The firm emphasizes tailored, enterprise-focused services, dedicated teams, and project-based engagements to help clients modernize infrastructure, streamline processes, and adopt advanced technologies.

📋 Description

• Provide Tier 2 technical support for escalated issues involving Mac/macOS workstations, networks, Google Workspace, and SaaS applications • Independently troubleshoot, resolve, and document technical incidents • Administer and support Google Workspace or Microsoft 365 environments, including user accounts, access management, and provisioning • Support client onboarding, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination • Troubleshoot connectivity issues involving VPNs, firewalls, routing, and network environments, including Cisco Meraki • Support endpoint security, identity and access management tools, monitoring, patch management, and vulnerability remediation workflows • Participate in backup testing, preventive maintenance, and security alert response activities • Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge • Manage multiple support tickets across different client accounts, ensuring documentation, follow-up, and accountability • Provide direct client support through email, chat, phone, and video calls • Communicate ticket updates, expected resolution timelines, and escalation status to clients • Create and improve Standard Operating Procedures, knowledge base articles, and technical documentation

🎯 Requirements

• 6+ years of professional IT support experience • Substantial experience in a Managed Service Provider (MSP) environment • Strong hands-on experience supporting Apple Mac devices and macOS • Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days • Experience administering Google Workspace or Microsoft 365 for remote or hybrid workforces • Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or equivalent tools • Strong cybersecurity knowledge and familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4, or equivalent solutions • Solid networking fundamentals, including VPNs, firewalls, and routing • Experience supporting Cisco Meraki environments is preferred • Strong independent troubleshooting and problem-solving skills • Experience documenting technical incidents, resolutions, and support procedures • Proven experience providing direct technical support to external clients and end users • Ability to explain complex technical issues to non-technical users clearly and professionally • Experience in client-facing support roles with measured customer satisfaction results, such as CSAT, NPS, or equivalent metrics • Strong performance record • Ability to handle frustrated or stressed users with patience, empathy, and professionalism • Excellent verbal and written communication skills • Strong time management and ability to handle multiple tickets across different client accounts • Proactive communication, attention to detail, accountability, and teamwork skills

🏖️ Benefits

• Remote work arrangement

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