Level 2 IT Support Specialist (Client-Facing) at Distro · Colombia

Level 2 IT Support Specialist (Client-Facing) Solvo Global

🚀 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 — it’s 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 Remote / hybrid setup (depending on project)

💡 What We’re Looking For We’re looking for someone who doesn’t 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

#SolvoGlobal

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