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
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.

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: 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.

IT Support Specialist

Key skills