The L1/L2 Support Engineer will be responsible for providing 24×7 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.