Level 2 – IT Support Specialist & Client Support

If you are the type who can resolve a Google Workspace sync issue, walk a remote employee through a fix over Zoom, and close the ticket with documentation that a colleague could follow, all while keeping the client feeling supported, not talked down to - YOU belong here.

This Role IS:

* The face of our company to technologically sophisticated, security-conscious clients — you own relationships, not just tickets

* Equal parts technical problem-solving and warm, clear client communication

* A Mac-first, Google Workspace-first, SaaS-security environment

* Autonomy with accountability — startup clients expect fast, independent judgment

This Role IS NOT:

* A backend NOC or infrastructure role where you work silently behind the scenes

* A pure engineering role — if you prefer zero client contact, this is not the right fit

* A Windows Server / Active Directory / on-prem data center environment

* A role with heavy supervision and rigid escalation paths

Responsibilities:

Technical Delivery

* ProvideTier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms

* Troubleshoot and resolve incidents independently with clear, client-readable documentation

* Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge

* Support client onboarding workflows: device enrollment, MDM configuration, account provisioning, and Laptop Logistics coordination

* Support monitoring, patching, and alert response workflows — including user-facing CVE remediation notifications

* Participate in backup testing and maintenance routines

* Contribute to SOP and knowledge base documentation improvements

Client Experience

* Serve as the front line of client interaction— every support touchpoint shapes how clients feel about Ignition

* Communicate clearly and warmly with non-technical end-users (startup employees, ops teams, office managers) via chat, email, video, and phone

* Set expectations proactively — no silent gaps; if a fix takes time, the client knows what's happening and when to expect an update

* Own client communication through escalations — clients should never feel passed off without context

* Write ticket notes and follow-ups that a non-technical reader can easily understand

Required Qualifications

Technical Qualifications

* 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP)

* StrongMac/macOS support experience (candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days)

* Experience administeringGoogle Workspace or Microsoft 365for remote/hybrid workforces

* Experience withendpoint management/MDM tools(Jamf, Intune, or similar)

* Strong cybersecurity literacy: familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent

* Solid networking fundamentals(VPNs, firewalls, routing), ideally with Cisco Meraki experience

* Strong troubleshooting methodology with consistent documentation habits

Client-Facing Skills(Equally Weighted)

* Demonstrated ability to explain technical issues to non-technical people in plain, reassuring language

* Experience in a client-facing support role where customer satisfaction was measured — and you scored well (NPS, CSAT, or equivalent)

* Patience and empathy when supporting end-users who are frustrated, stressed, or unfamiliar with technology — these are non-negotiable

* Clear, professional written communication across tickets, emails, and follow-ups

Soft Skills

* Strong time management and ability to manage multiple tickets across multiple client accounts simultaneously

* Team-first mindset — you share knowledge, flag patterns, and actively help teammates improve

* Accountability and attention to detail — if you commit to a follow-up, you follow through

* Proactive communicator — you never wait for a client to chase you