About this role

Provide advanced technical support for escalated issues (Tier 2)
Troubleshoot and resolve issues related to: macOS (Apple environments), Networking (VPNs, connectivity), Google Workspace and Microsoft 365 SaaS platforms
Document solutions clearly and in a reusable format
Collaborate with Tier 1 and Tier 3 teams to resolve complex issues
Support onboarding processes: Device setup and configuration, Account provisioning, and access management
Manage endpoint tools (MDM) such as Jamf, Intune, or similar
Act as the main point of contact for end users
Communicate solutions in a clear, friendly, and non-technical language
Own the full ticket lifecycle from start to resolution

6+ years of experience in IT Support
Proven experience working in MSP (Managed Service Provider) environments (required)
Strong experience supporting macOS / Apple environments
Experience administering Google Workspace and/or Microsoft 365
Experience with MDM tools (Jamf, Intune, or similar)
Solid understanding of networking concepts (VPNs, firewalls, connectivity)
Intermediate to advanced English level (for client interaction)

IT Support Specialist, Client Support Level 2

Key skills