Level 2 – IT Support Specialist, Client Support

🕒 July 16

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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 macOS workstations, networks, Google Workspace, and SaaS platforms. • Diagnose and resolve technical incidents independently while maintaining clear and thorough documentation. • Collaborate with Tier 1 and Tier 3 teams to resolve issues and share technical knowledge. • Support client onboarding processes, including device enrollment, account provisioning, MDM configuration, and laptop logistics. • Assist with monitoring, patch management, security alert response, and user-facing vulnerability remediation activities. • Participate in backup testing and maintenance procedures. • Maintain and improve Standard Operating Procedures (SOPs) and knowledge base documentation. • Deliver exceptional support through chat, email, video calls, and phone. • Communicate technical concepts clearly and confidently to non-technical end users. • Proactively keep clients informed throughout the resolution process. • Write clear, organized, and client-friendly ticket notes and documentation.

🎯 Requirements

• 6+ years of IT Support experience, including significant experience in a Managed Service Provider (MSP) environment. • Strong hands-on experience supporting macOS devices. • Experience administering Google Workspace or Microsoft 365 in remote or hybrid environments. • Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or similar platforms. • Strong cybersecurity knowledge, including Zero Trust solutions such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent technologies. • Solid networking fundamentals, including VPNs, firewalls, routing, and Cisco Meraki environments. • Excellent troubleshooting, analytical thinking, and technical documentation skills. • Proven experience in client-facing support roles with measurable customer satisfaction (CSAT, NPS, or similar metrics). • Ability to explain technical issues in a simple, reassuring way to non-technical users. • Excellent written and verbal English communication skills. • Strong organizational skills with the ability to manage multiple priorities simultaneously. • Collaborative mindset, accountability, empathy, and a strong customer-service orientation.

🏖️ Benefits

• Fully remote work environment. • Opportunity to support international clients using modern cloud and SaaS technologies. • Exposure to cybersecurity, endpoint management, and enterprise IT best practices. • Collaborative team with excellent professional growth opportunities. • Continuous learning in a fast-paced, technology-driven environment.