Level 2 IT Support Specialist & Client Support

Remote position. Apply only for: Mexico, Colombia, Argentina, Guatemala, Honduras, El salvador Peru, Brasil, Ecuador, Costa Rica, Venezuela, Chile, Bolivia

About the Role

We are looking for an experienced IT Support Specialist to provide Tier 2 technical support with strong hands-on experience supporting Apple macOS devices in a cloud-based environment serving startup teams and modern businesses.

This role combines advanced troubleshooting with exceptional client communication. You will be a key point of contact for end users, helping them resolve technical issues while ensuring they feel supported, informed, and confident throughout the process.

The adecuado candidate brings strong IT support experience, preferably in a Managed Service Provider (MSP) environment, along with a service-oriented mindset, technical independence, and excellent communication skills.

Key Responsibilities

- Provide Tier 2 support for macOS devices, network connectivity, Google Workspace, Microsoft 365, and SaaS applications.
- Independently troubleshoot and resolve escalated incidents while maintaining accurate, easy-to-understand ticket documentation.
- Support device onboarding, MDM configuration, account provisioning, and endpoint management.
- Assist with monitoring, patching, endpoint security alerts, vulnerability remediation communications, and backup testing.
- Troubleshoot connectivity issues involving VPNs, firewalls, routing, and wireless networks.
- Communicate proactively with clients through email, chat, phone, and video calls, providing clear updates and realistic expectations.
- Handle frustrated or non-technical users with patience, empathy, and professionalism.
- Collaborate with Tier 1 and Tier 3 teams, contribute to knowledge base articles, and improve standard operating procedures.

Required Qualifications





- 6+ years of IT support experience, including substantial experience in a Managed Service Provider (MSP) environment.
- Strong hands-on experience supporting Apple 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 equivalent platforms.
- Familiarity with cybersecurity and identity management tools such as Okta, Microsoft Entra ID, SentinelOne, Cisco Umbrella, or KnowBe4.
- Solid networking fundamentals, including VPNs, firewalls, routing, and Wi-Fi troubleshooting.
- Strong troubleshooting, ticket management, and technical documentation skills.
- Proven experience providing direct client support, with the ability to explain technical issues in clear, reassuring language.
- Excellent verbal and written communication, time management, accountability, and customer service skills.

Preferred Qualifications

- Experience supporting Cisco Meraki environments.
- Experience working with startup teams and remote or hybrid workforces.
- Apple support certification or willingness to obtain the required certification within 90 days, if applicable.
- Experience working with customer satisfaction metrics such as CSAT or NPS.

What Makes You a Great Fit? You take ownership of problems, communicate before clients need to ask for updates, and know how to balance technical problem-solving with a positive customer experience. You are comfortable managing multiple tickets and client accounts while working independently in a fast-paced environment.

Important: This is a client-facing Tier 2 support position, not a primarily backend NOC or infrastructure engineering role.

Interested? Apply with your updated resume and tell us about your experience supporting macOS environments, managing technical incidents, and delivering excellent client service.

📌 IT Helpdesk Technician (Colombia)
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📍 Colombia