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L1/L2 Support Engineer
Posted: 10/14/2025
Job Number: z5G7h3l6a1kMvyS65NP3c-L3D6HamVHyneUIwgMqKQc=
Pay Rate: 70-75 Hourly USD
Job Description
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
Client: FourKites
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 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.
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 GCP 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, GCP (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.
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