IT Support Specialist, Level 2 – Client Support

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🔥 2 hours ago

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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

• 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 (including user-facing CVE remediation notifications). • 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 (startup employees, ops teams, office managers) via chat, email, video, and phone. • Set expectations proactively: if a fix will take time, tell the client what’s happening and when they’ll hear back. No silent gaps. • Escalate when appropriate, but own the communication – the client should never feel like they’ve been passed off without context. • Write ticket notes and follow-ups that a non-technical reader could understand.

🎯 Requirements

• 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP). • Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days. • Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces. • Experience with endpoint management / MDM tools (Jamf, Intune, or similar). • Strong cybersecurity literacy: familiarity 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. • Strong troubleshooting methodology with clear documentation habits. • Demonstrated ability to explain technical issues to non-technical people in plain, reassuring language. • Experience in a client-facing support role where customer satisfaction was measured and you scored well (NPS, CSAT, or equivalent). • Comfort supporting end-users who may be frustrated, stressed, or unfamiliar with technology – patience and empathy are non-negotiable. • Clear, professional written communication – your ticket notes and emails should read like they were written by someone who cares. • **Soft Skills** • Strong time management and ability to juggle multiple tickets across multiple client accounts. • Team collaboration – you share knowledge, flag patterns, and help your teammates get better. • Attention to detail and accountability – if you say you’ll follow up, you follow up. • Proactive communication – you don’t wait for clients to chase you.