About the Role

Solvo Global is looking for a Level 2 IT Support Specialist with strong client-facing skills to provide advanced technical support in modern, fast-paced environments.

This position blends technical expertise with daily interaction with end users, primarily within startup and remote work environments. The adecuado candidate will not only resolve complex technical issues but also ensure a clear, empathetic, and high-quality support experience.

This is not just a technical role — it’s a key position impacting overall client experience.

Responsibilities

Technical Support (Tier 2)

- 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

User & Device Management

- Support onboarding processes:
- Device setup and configuration
- Account provisioning and access management
- Manage endpoint tools (MDM) such as Jamf, Intune, or similar
- Coordinate laptop logistics and device lifecycle
- Support monitoring, patching, and system maintenance tasks

IT Security

- Work with security tools (Okta, Entra ID, SentinelOne, etc.)
- Participate in vulnerability remediation processes
- Assist in backup testing and maintenance routines

Client Experience (Client-Facing)

- Act as the main point of contact for end users
- Communicate solutions in a clear, friendly, and non-technical language
- Set expectations regarding timelines and updates proactively




- Own the full ticket lifecycle from start to resolution
- Handle frustrated or non-technical users with patience and empathy

Requirements

- 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)

Technical Stack

- macOS / Apple environments
- Google Workspace / Microsoft 365
- MDM tools (Jamf, Intune)
- Basic networking (VPN, routing, firewalls)
- Security tools (Okta, Entra ID, SentinelOne, Cisco Umbrella, etc.)
- SaaS platforms

Key Skills

- Excellent communication skills with non-technical users
- Strong customer-oriented mindset
- Ability to manage multiple tickets simultaneously
- Analytical thinking and structured troubleshooting approach
- Organization and time management
- Team collaboration and knowledge sharing

Nice to Have

- Experience with Cisco Meraki
- IT certifications (Apple, ITIL, or similar)
- Experience working with startups or tech companies
- Familiarity with customer satisfaction metrics (CSAT, NPS)

Work Schedule

- Full-time position
- Monday to Friday - 8:30 am to 5:00 PST
- Remote

What We’re Looking For

We’re looking for someone who doesn’t just solve technical issues, but elevates every client interaction.

Someone who:

- Can explain complex issues in simple terms
- Builds trust with users
- Takes ownership of problems
- Prioritizes user experience at all times

📌 IT Support Specialist and Client Support Level 2 (Bogotá)
🏢 Solvo
📍 Bogotá