IT Support Specialist – Client Support

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Teamswell

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Teamswell is a nearshoring and talent-placement company that connects US companies with vetted, bilingual professional talent from Latin America. They provide end-to-end hiring services — sourcing, cognitive and language screening, cultural fit assessment, onboarding, payroll, compliance, and HR support — so hires function as full team members working in US time zones. Teamswell places roles across engineering, data & AI, security & IT, product, design, marketing, finance & admin, and customer operations, emphasizing quality, cost savings, and real-time collaboration.

📋 Description

• Own the deployment, configuration, and lifecycle management of our security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments. • Provide Tier 2 and Tier 3 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms. • Troubleshoot and resolve incidents independently with clear, client-readable documentation. • Lead technical projects: migrations, security tool rollouts, network upgrades, compliance implementations. • Develop process automation to reduce repetitive manual work (not infrastructure-as-code; think workflow efficiency). • Own recurring technical issues and implement long-term root-cause fixes. • Support monitoring, patching (including CVE remediation alerting), and incident response workflows. • Evaluate new platforms to determine their suitability as part of our tool stack. • Perform system updates, backups, and security audits. • Serve as the primary technical point of contact for assigned client accounts. You own the relationship, not just the ticket queue. • Translate complex technical concepts into clear, confident language for non-technical stakeholders (startup founders, ops managers, office managers). • Lead client-facing project presentations: scoping, status updates, and post-implementation reviews. • Collaborate with Tier 1 and Tier 2 team members to share knowledge and elevate the team’s client communication standards. • Bridge the gap between subject matter experts and end-users – ensure that SOPs, documentation, and client-facing instructions are user-friendly and accessible. • Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership. • Contribute to and improve knowledge base documentation with a client-readability lens.

🎯 Requirements

• 10+ years of experience in IT support, systems administration, and security project implementation. • Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days. • Experience administering Google Workspace environments for distributed/remote teams. • Strong cybersecurity literacy: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent). • Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments. • Experience with endpoint management / MDM tools (Jamf, Intune, or similar). • Demonstrated experience leading SaaS security implementation projects end-to-end: from scoping and proposal through deployment and client sign-off. • Demonstrated experience as the primary point of contact for client accounts – not just an escalation resource, but the person the client calls first. • Proven ability to explain technical issues to non-technical audiences in plain language and leave them feeling confident, not overwhelmed. • Experience leading or co-leading client meetings, project kickoffs, and status reviews. • High customer satisfaction scores or equivalent evidence of strong client relationships (references, testimonials, NPS). • Comfort with ambiguity: startup clients often don’t know what they need, and you help them figure it out. • Soft Skills • Ownership mindset – if it’s your account, it’s your problem until it’s solved. • Ability to work independently with minimal supervision across multiple time zones. • Continuous improvement orientation: you don’t just fix the ticket, you fix the system that created the ticket. • Strong written communication – client-facing emails and documentation should be clear, professional, and warm.