Role Description 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. We seek 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, along with a positive attitude and the ability to solve complex problems in a rapidly changing environment. We value people who are good communicators, quick learners, and scrappy about finding creative solutions to problems, while being conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise and their everyday relationships with their team. 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. Requirements - 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. Company Description