Job description: this is a help desk and technical 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 taken care of. If your candidate can resolve a google workspace sync issue, walk a remote employee through a fix over zoom, and close the ticket with documentation that a colleague could follow – all while keeping the client feeling supported, not talked down to – they belong here.
responsibilities: technical delivery
* 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
* 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.
responsibilities: client experience
* 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.
skills
technical
* 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,
* solid networking fundamentals (vpns, firewalls, routing), ideally supporting cisco meraki
* strong troubleshooting methodology with clear documentation habits.
client-facing (equally weighted)
* 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.
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