About the Role
Solvo Global is looking for a Level 2 IT Support Specialist with strong client-facing skills to provide advanced technical support in modern, fast-paced environments.
This position blends technical expertise with daily interaction with end users, primarily within startup and remote work environments. The ideal candidate will not only resolve complex technical issues but also ensure a clear, empathetic, and high-quality support experience. This is not just a technical role its a key position impacting overall client experience.
Responsibilities
Technical Support (Tier 2)
Provide advanced technical support for escalated issues (Tier 2)
Troubleshoot and resolve issues related to:
macOS (Apple environments)
Networking (VPNs, connectivity)
Google Workspace and Microsoft 365
SaaS platforms
Document solutions clearly and in a reusable format
Collaborate with Tier 1 and Tier 3 teams to resolve complex issues
User & Device Management
Support onboarding processes:
Device setup and configuration
Account provisioning and access management
Manage endpoint tools (MDM) such as Jamf, Intune, or similar
Coordinate laptop logistics and device lifecycle
Support monitoring, patching, and system maintenance tasks
IT Security
Work with security tools (Okta, Entra ID, SentinelOne, etc.)
Participate in vulnerability remediation processes
Assist in backup testing and maintenance routines
Client Experience (Client-Facing)
Act as the main point of contact for end users
Communicate solutions in a clear, friendly, and non-technical language
Set expectations regarding timelines and updates proactively
Own the full ticket lifecycle from start to resolution
Handle frustrated or non-technical users with patience and empathy
Requirements
6+ years of experience in IT Support
Proven experience working in MSP (Managed Service Provider) environments (required)
Strong experience supporting macOS / Apple environments
Experience administering Google Workspace and/or Microsoft 365
Experience with MDM tools (Jamf, Intune, or similar)
Solid understanding of networking concepts (VPNs, firewalls, connectivity)
Intermediate to advanced English level (for client interaction)
Technical Stack
macOS / Apple environments
Google Workspace / Microsoft 365
MDM tools (Jamf, Intune)
Basic networking (VPN, routing, firewalls)
Security tools (Okta, Entra ID, SentinelOne, Cisco Umbrella, etc.)
SaaS platforms
Key Skills
Excellent communication skills with non-technical users
Strong customer-oriented mindset
Ability to manage multiple tickets simultaneously
Analytical thinking and structured troubleshooting approach
Organization and time management
Team collaboration and knowledge sharing
Nice to Have
Experience with Cisco Meraki
IT certifications (Apple, ITIL, or similar)
Experience working with startups or tech companies
Familiarity with customer satisfaction metrics (CSAT, NPS)
Work Schedule
Full-time position
Monday to Friday - 8:30 am to 5:00 PST
Remote
What Were Looking For
Were looking for someone who doesnt just solve technical issues, but elevates every client interaction.
Someone who:
Can explain complex issues in simple terms
Builds trust with users
Takes ownership of problems
Prioritizes user experience at all times
