IT Helpdesk Technician Level 2 (Tier 2 Support)

About the role

A remote Tier 2 IT Support Specialist is needed to support Apple macOS devices in a cloud-based environment serving startup teams and modern businesses. The role combines advanced troubleshooting with client communication, acting as a key point of contact for end users. It is client-facing and not a backend NOC or infrastructure engineering role. Applications are open only to candidates in Mexico, Colombia, Argentina, Guatemala, Honduras, El Salvador, Peru, Brazil, Ecuador, Costa Rica, Venezuela, Chile and Bolivia.

Key responsibilities

• Provide Tier 2 support for macOS devices, network connectivity, Google Workspace, Microsoft 365 and SaaS applications.
• Troubleshoot and resolve escalated incidents independently, keeping 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 by email, chat, phone and video call, and handle non-technical users patiently.
• Collaborate with Tier 1 and Tier 3 teams, contribute to knowledge base articles and improve standard operating procedures.

Required profile

• 6+ years of IT support experience, including substantial experience in a Managed Service Provider (MSP) environment.
• Proven experience providing direct client support and explaining technical issues clearly.
• Preferred: experience with startup teams and remote or hybrid workforces; experience with CSAT or NPS metrics.

Required skills

• Strong hands-on experience with Apple macOS devices.
• Administering Google Workspace or Microsoft 365 in remote or hybrid settings.
• Endpoint management and MDM tools such as Jamf, Microsoft Intune or equivalents.
• Cybersecurity and identity management tools such as Okta, Microsoft Entra ID, SentinelOne, Cisco Umbrella or KnowBe4.
• Networking fundamentals: VPNs, firewalls, routing and Wi-Fi troubleshooting.
• Preferred: Cisco Meraki experience and Apple support certification or willingness to obtain it within 90 days.