{"id":2219081,"url":"https://alion.io/job/softgic-level-2-it-support-specialist-client-support-1756","title":"Level 2 – IT Support Specialist & Client Support 1756","company":{"id":3876500,"name":"Softgic","domain":"softgic.co","url":"https://alion.io/company/softgic","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":144000,"period":"year","method":"global_role_seniority_cell","sample_n":721},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Google Workspace","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"Windows Server","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2026-10-10T08:14:50Z","employer_posted_date":null,"last_verified_at":"2026-10-10T08:14:50Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"This is a remote position.We are looking for aLevel 2 IT Support Specialistwith6+ years of IT support experience, including substantial experience working within aManaged Service Provider (MSP)environment.\nThe ideal candidate will provide technical support acrossMac/macOS devices, Google Workspace, SaaS platforms, networking, and cybersecurity tools, while delivering an exceptional client experience to startup teams and remote or hybrid workforces.\nThis role requires a strong balance of technical troubleshooting expertise and excellent client communication skills. The successful candidate must be able to resolve technical issues independently, explain solutions clearly to non-technical users, and maintain positive client relationships.\nKey Responsibilities\nProvide Tier 2 technical support for escalated issues involving Mac/macOS workstations, networks, Google Workspace, and SaaS applications.\n\nIndependently troubleshoot, resolve, and document technical incidents, ensuring clear and timely communication.\n\nAdminister and support Google Workspace or Microsoft 365 environments, including user accounts, access management, and provisioning.\n\nSupport client onboarding processes, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination.\n\nTroubleshoot connectivity issues involving VPNs, firewalls, routing, and network environments, including Cisco Meraki.\n\nSupport endpoint security, identity and access management tools, monitoring, patch management, and vulnerability remediation workflows.\n\nParticipate in backup testing, preventive maintenance, and security alert response activities.\n\nCollaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.\n\nManage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.\n\nProvide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language.\n\nProactively communicate ticket updates, expected resolution timelines, and escalation status to clients.\n\nCreate and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.\n\nRequisitos\nremediation workflows.\n\nParticipate in backup testing, preventive maintenance, and security alert response activities.\n\nCollaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge.\n\nManage multiple support tickets across different client accounts, ensuring proper documentation, follow-up, and accountability.\n\nProvide direct client support through email, chat, phone, and video calls, explaining technical issues and solutions in clear, non-technical language.\n\nProactively communicate ticket updates, expected resolution timelines, and escalation status to clients.\n\nCreate and improve Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation.\n\nRequirementsTechnical Experience & Skills\n6+ years of professional IT support experience, including substantial experience in anMSP (Managed Service Provider)environment.\n\nStrong hands-on experience supportingApple Mac devices and macOS. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.\n\nExperience administeringGoogle Workspace or Microsoft 365for remote or hybrid workforces.\n\nExperience with endpoint management andMDM solutions, such as Jamf, Microsoft Intune, or equivalent tools.\n\nStrong cybersecurity knowledge and familiarity with zero-trust SaaS security platforms such asSentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4, or equivalent solutions.\n\nSolid networking fundamentals, includingVPNs, firewalls, and routing.\n\nExperience supportingCisco Meraki environmentsis preferred.\n\nStrong independent troubleshooting and problem-solving skills.\n\nExperience documenting technical incidents, resolutions, and support procedures.\n\nClient Support & Communication Skills\nProven experience providing direct technical support to external clients and end users.\n\nAbility to explain complex technical issues to non-technical users in a clear, professional, and reassuring manner.\n\nExperience working in client-facing support roles with measured customer satisfaction results, such asCSAT, NPS, or equivalent metrics, and a strong performance record.\n\nAbility to handle frustrated or stressed users with patience, empathy, and professionalism.\n\nExcellent verbal and written communication skills, including clear ticket documentation and client follow-ups.\n\nStrong time management skills and the ability to handle multiple tickets across different client accounts.\n\nProactive communication, attention to detail, accountability, and strong teamwork skills.\n\nIdeal Candidate ProfileWe are seeking a professional who combinesstrong Level 2 technical support experience in MSP environments with outstanding client service skills.\nThe ideal candidate is comfortable working inMac-first, Google Workspace-first, and SaaS-security environments, independently resolving technical issues while maintaining clear, empathetic, and proactive communication with clients.\nImportant:This is not a traditional NOC, backend infrastructure, or Windows Server/Active Directory-focused position. Direct client interaction, communication skills, and customer satisfaction are equally important as technical expertise.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":5482,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-10T11:28:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":29,"reasons":["seen:3","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/softgic-level-2-it-support-specialist-client-support-1756","json_url":"https://alion.io/job/softgic-level-2-it-support-specialist-client-support-1756.json","meta":{"generated_at":"2026-10-15T04:02:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5841,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3876500},"rest":"https://alion.io/mcp/rest/get_company?id=3876500"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsoftgic-level-2-it-support-specialist-client-support-1756"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsoftgic-level-2-it-support-specialist-client-support-1756"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsoftgic-level-2-it-support-specialist-client-support-1756"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/softgic-level-2-it-support-specialist-client-support-1756\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsoftgic-level-2-it-support-specialist-client-support-1756"}]}