Overview
Skills
Job Details
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.