Help Desk Technician

IT Support Specialist II (MSP Environment) | Remote. 🚀 We're Hiring: IT Support Specialist II Are you a skilled IT professional who enjoys solving technical challenges while delivering an exceptional client experience? We're looking for an IT Support Specialist II to join our team and support fast-growing startup environments. 📍 Remote Opportunity 🌎 Open to candidates with B2+ English proficiency or higher. What You'll Do. Technical Support. ✅ Provide Tier 2 support for escalated issues involving: Mac/macOS workstations. Networks and VPNs. Google Workspace and Microsoft 365. SaaS applications. Endpoint management and MDM platforms. ✅ Troubleshoot and resolve incidents independently while maintaining clear documentation. ✅ Collaborate with Tier 1 and Tier 3 teams to ensure timely issue resolution and knowledge sharing. ✅ Support onboarding processes, including: Device enrollment Account provisioning MDM configuration Laptop logistics coordination ✅ Participate in monitoring, patching, security alerts, backup testing, and maintenance activities. ✅ Contribute to SOPs and knowledge base improvements. Client Experience ✅ Serve as the primary point of contact for client support requests. ✅ Communicate effectively through phone, email, chat, and video calls with non-technical users. ✅ Set clear expectations and provide proactive updates throughout the resolution process. ✅ Ensure clients feel supported and informed, even when issues require escalation. ✅ Create clear and user-friendly ticket notes and follow-up communications. What We're Looking For. Technical Qualifications ✔ 6+ years of IT Support experience, preferably within a Managed Service Provider (MSP) environment. ✔ Strong experience supporting Mac/macOS environments. ✔ Experience administering Google Workspace and/or Microsoft 365 . ✔ Hands-on experience with Jamf, Intune, or other MDM solutions . ✔ Familiarity with security tools and technologies such as: SentinelOne Okta Entra ID Cisco Umbrella KnowBe4 Similar cybersecurity platforms ✔ Strong networking knowledge, including: VPNs Firewalls Routing Cisco Meraki environments (preferred) ✔ Excellent troubleshooting and technical documentation skills. Client-Facing Skills ✔ Ability to explain technical concepts in simple, user-friendly language. ✔ Experience working in customer-facing support roles with strong customer satisfaction metrics (CSAT, NPS, etc.). ✔ Patience, empathy, and professionalism when assisting end-users. ✔ Strong written and verbal communication skills. Soft Skills ✔ Outstanding time management and multitasking abilities. ✔ Collaborative mindset and willingness to share knowledge. ✔ Strong accountability and attention to detail. ✔ Proactive communication and commitment to follow-through.