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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in providing Tier 2 technical support for Mac/macOS environments, Google Workspace, and SaaS applications, with a strong focus on troubleshooting, documentation, and client communication. Proficient in managing endpoint security, identity and access management, and network connectivity issues while ensuring high customer satisfaction.
Highest-signal resume keywords
Apple Mac SupportGoogle Workspace AdministrationEndpoint Management SolutionsCybersecurity KnowledgeClient-Facing Technical Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
MacOS SupportGoogle WorkspaceMicrosoft 365MDM SolutionsVPN TroubleshootingFirewall ConfigurationRouting FundamentalsTechnical DocumentationIncident ResolutionNetwork Security
Soft Skills
Problem-SolvingCommunication SkillsTime ManagementEmpathyTeamwork
Tools & Technologies
Cisco MerakiJamfMicrosoft IntuneSentinelOneOktaMicrosoft Entra IDCisco UmbrellaKnowBe4
Certifications & Qualifications
Apple Desktop Support Certification
Industry Keywords
Managed Service ProviderTechnical SupportClient OnboardingEndpoint SecurityZero-Trust Security
Tech Stack
Tools & technologiesCyber SecurityFirewallsJamfMacOS
About the role
Key responsibilities & impact- Provide Tier 2 technical support for escalated issues involving Mac/macOS workstations, networks, Google Workspace, and SaaS applications
- Independently troubleshoot, resolve, and document technical incidents
- Administer and support Google Workspace or Microsoft 365 environments, including user accounts, access management, and provisioning
- Support client onboarding, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination
- Troubleshoot connectivity issues involving VPNs, firewalls, routing, and network environments, including Cisco Meraki
- Support endpoint security, identity and access management tools, monitoring, patch management, and vulnerability remediation workflows
- Participate in backup testing, preventive maintenance, and security alert response activities
- Collaborate with Tier 1 and Tier 3 support teams to resolve incidents and share technical knowledge
- Manage multiple support tickets across different client accounts, ensuring documentation, follow-up, and accountability
- Provide direct client support through email, chat, phone, and video calls
- Communicate ticket updates, expected resolution timelines, and escalation status to clients
- Create and improve Standard Operating Procedures, knowledge base articles, and technical documentation
Requirements
What you’ll need- 6+ years of professional IT support experience
- Substantial experience in a Managed Service Provider (MSP) environment
- Strong hands-on experience supporting Apple Mac devices and macOS
- Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days
- Experience administering Google Workspace or Microsoft 365 for remote or hybrid workforces
- Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or equivalent tools
- Strong cybersecurity knowledge and familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Microsoft Entra ID, Cisco Umbrella, KnowBe4, or equivalent solutions
- Solid networking fundamentals, including VPNs, firewalls, and routing
- Experience supporting Cisco Meraki environments is preferred
- Strong independent troubleshooting and problem-solving skills
- Experience documenting technical incidents, resolutions, and support procedures
- Proven experience providing direct technical support to external clients and end users
- Ability to explain complex technical issues to non-technical users clearly and professionally
- Experience in client-facing support roles with measured customer satisfaction results, such as CSAT, NPS, or equivalent metrics
- Strong performance record
- Ability to handle frustrated or stressed users with patience, empathy, and professionalism
- Excellent verbal and written communication skills
- Strong time management and ability to handle multiple tickets across different client accounts
- Proactive communication, attention to detail, accountability, and teamwork skills
Benefits
Comp & perks- Remote work arrangement