Teamswell

LEVEL 2 – IT SUPPORT SPECIALIST & CLIENT SUPPORT.

Teamswell is a high-growth nearshore outsourcing company working for US companies. Our mission is to help small and medium-sized US businesses grow and become more profitable by having access to highly engaged, skilled, and experienced talent at a fair price, and to generate career opportunities for bilingual professionals in Latin America with fair compensation and professional and personal growth opportunities.

We are currently looking for a LEVEL 2 – IT SUPPORT SPECIALIST & CLIENT SUPPORT. Role with a strong emphasis on client communication. The person in this role handles the majority of day-to-day support interactions with startup teams – they’re the voice clients hear most often. Technical chops matter, but so does the ability to make a stressed-out employee feel cared for.

In Teamswell every team member has an instrumental role and impact on the success of our business and our client’s success, so we seek to have highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. Our LEVEL 2 – IT SUPPORT SPECIALIST & CLIENT SUPPORT will possess the skills and experience required and will also possess a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. We value people who are good communicators, quick learners, scrappy about finding creative solutions to problems, and conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise as well as in their everyday relationships with their team.

CORE RESPONSIBILITIES

·       Provide Tier 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, 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.

·       Be the front line of client interaction – every support touchpoint is a moment that 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: if a fix will take time, tell the client what’s happening and when they’ll hear back. No silent gaps.

·       Escalate when appropriate, but own the communication – the client should never feel like they’ve been passed off without context.

·       Write ticket notes and follow-ups that a non-technical reader could understand.

REQUIRED EXPERIENCE & QUALIFICATIONS

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

·       Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.

·       Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces.

·       Experience with endpoint management / MDM tools (Jamf, Intune, or similar).

·       Strong cybersecurity literacy: familiarity with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent).

·       Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments.

·       Strong troubleshooting methodology with clear documentation habits.

·       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).

·       Comfort supporting end-users who may be frustrated, stressed, or unfamiliar with technology – patience and empathy are non-negotiable.

·       Clear, professional written communication – your ticket notes and emails should read like they were written by someone who cares.

Soft Skills

·       Strong time management and ability to juggle multiple tickets across multiple client accounts.

·       Team collaboration – you share knowledge, flag patterns, and help your teammates get better.

·       Attention to detail and accountability – if you say you’ll follow up, you follow up.

·       Proactive communication – you don’t wait for clients to chase you.