Job Description
Job Description: L1/L2 Support Engineer Position: L1/L2 Support Engineer Experience: 1 Sr & 1 Jr (Hands-on exp) Location: [Onsite Working from Chicago Office] Shift Coverage: 8*5 with 2 ppl. On Call support on weekends Department: IT Infrastructure Operations Reports To: IT Service Delivery Manager / IT Operations Lead
Role Summary The L1/L2 Support Engineer will be responsible for providing 247 technical support, incident triage, and resolution across end-user devices, cloud platforms, network security, and collaboration tools. The engineer will ensure timely response, high-quality service delivery, and adherence to SLAs while managing a variety of tools and systems across the client s IT landscape (Google Workspace, Jamf, CrowdStrike, Fortinet, Meraki, Jira, etc.).
End-User and Device Support - Provide on-site and remote technical support for macOS, Windows 10/11, and Linux systems.
- Perform user onboarding/offboarding including device setup, profile configuration, and access provisioning.
- Handle software installation, reimaging, and patch updates as per SOPs.
- Manage MDM operations using Jamf (Apple devices) enrollment, compliance, and policy enforcement.
- Troubleshoot issues related to VPN (Fortinet), Wi-Fi (Meraki), printers, and peripheral devices.
- Coordinate with vendors for hardware repair and replacement.
Network & Security Operations - Monitor and support Fortinet Firewall and VPN infrastructure.
- Analyze and escalate security alerts generated by CrowdStrike Falcon and Abnormal Security.
- Ensure proper enforcement of network security policies and perform basic firewall troubleshooting.
- Ensure Office IT Infrastructure Video Conf./Printers/conference rooms are functional.
- Maintain secure remote access configurations and handle end-user VPN support requests.
Cloud & SaaS Platform Administration - Provide L1/L2 support for Google Workspace, Microsoft Admin Center, Asana, Jira, Lattice, Paylocity, BalkanID.
- Assist with license management (renewals, utilization reporting, access assignment).
- Support BetterCloud for SaaS automation and access provisioning workflows.
- Manage basic Google Cloud Platform resource requests or escalations following change management procedures.
IT Asset and Inventory Management - Update and maintain asset inventory records (hardware, software, license allocation).
- Track device movement, warranty status, and lifecycle management.
- Perform periodic audits to validate data accuracy and ensure compliance.
- Support proactive asset forecasting and replacement planning.
Monitoring, Incident & Request Management - Act as first line of defense (L1) for alerts from monitoring tools and escalate unresolved incidents to L2/L3.
- Manage tickets through ITSM platform ensuring SLA adherence.
- Follow incident management procedures logging, categorization, prioritization, and documentation.
- Perform daily system health checks and ensure uptime commitments (99.9%).
- Participate in change management activities, validating pre- and post-change conditions.
Executive and VIP Support - Provide white-glove support to executive users (CEO, CTO, Founders etc.).
- Ensure prompt, solution-oriented service especially during travel or off-hours.
- Maintain high confidentiality and professionalism in all interactions.
Compliance, Documentation, and Reporting - Maintain operational logs, incident summaries, and configuration documentation.
- Support ISO 27001 & SOC 2 compliance through proper ticket handling, access control, and audit-ready documentation.
- Prepare weekly ticket summaries, monthly SLA reports, and quarterly performance dashboards.
- Contribute to knowledge base and runbook updates for common issues and fixes.
Required Skills & Technical Expertise - Core Technical Areas:
- Operating Systems: macOS, Windows 10/11, Linux (Ubuntu/CentOS)
- Network Tools: Fortinet Firewall & VPN, Cisco Meraki or equivalent tools
- Endpoint Security: CrowdStrike Falcon, Abnormal Security or equivalent tools
- Cloud Platforms: Google Workspace, Microsoft 365, Google Cloud Platform (basic familiarity)
- Device Management: Jamf Pro (Apple MDM), BetterCloud or equivalent tool
- Ticketing Systems: Jira Service Management, Asana, or equivalent ITSM tool
- SaaS & Collaboration: Lattice, Paylocity, BalkanID, Slack/MS Teams
- Asset Management: CMDB/Inventory tools (manual or automated tracking)
- Soft Skills:
- Strong analytical and problem-solving ability.
- Excellent communication and documentation skills.
- Proactive approach to incident handling and process improvement.
- Ability to work in rotational shifts and under pressure in a global environment.
- Strong sense of ownership and customer-first attitude.
Educational & Professional Requirements - Bachelor s degree in Computer Science, IT, or related field.
- 3 6 years of experience in IT Infrastructure / Service Desk / Managed IT Operations.
- Certifications preferred: Fortinet NSE 3/4, Jamf Certified Tech/Admin, Google Workspace Admin, Microsoft 365 Modern Desktop Administrator, ITIL v4 Foundation.
Job Tags
Work at office, Remote work, Shift work, Weekend work,