About the Role
Solvo Global is looking for a Level 2 IT Support Specialist with strong clientfacing skills to provide advanced technical support in modern, fastpaced environments.
This position blends technical expertise with daily interaction with end users, primarily within startup and remote work environments. The ideal candidate will not only resolve complex technical issues but also ensure a clear, empathetic, and highquality support experience.
This is not just a technical role its 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 ClientFacing
Act as the main point of contact for end users
Communicate solutions in a clear, friendly, and nontechnical language
Set expectations regarding timelines and updates proactively
Own the full ticket lifecycle from start to resolution
Handle frustrated or nontechnical 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 nontechnical users
Strong customeroriented 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
Fulltime position
Monday to Friday 830 am to 500 PST
Remote
What Were Looking For
Were looking for someone who doesnt 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
Bolsa de trabajo Colombia ofrecemos puesto de IT Support Specialist and Client Support Level 2 para el sector de Informatica Telecomunicaciones en la empresa SOLVO S.A.S de Bogotá, D.C.. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

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