Support Engineer

Support Engineer (L1/L2)

Location: Remote (U.S.)

We are seeking an experienced L1/L2 Support Engineer to support end users during a large-scale IT onboarding and migration initiative. This role focuses on providing technical support for Apple devices, Google Workspace, user access, and endpoint setup while ensuring a seamless onboarding experience.

Responsibilities

• Provide L1/L2 technical support for end users.
• Configure and troubleshoot MacBooks, iPhones, iPads, and Google Workspace.
• Assist with user onboarding, account provisioning, MFA, password resets, and application access.
• Support device enrollment, configuration, and basic MDM troubleshooting.
• Troubleshoot email, VPN, Wi-Fi, browsers, and productivity applications.
• Document issues in the ITSM system and escalate complex issues as needed.
• Deliver excellent customer support throughout the onboarding process.

Qualifications

• 5+ years of L1/L2 end-user support experience.
• Strong experience with macOS, iOS, and Google Workspace.
• Experience with ITSM platforms (ServiceNow, Jira, Zendesk, etc.).
• Knowledge of user provisioning, MFA, endpoint management, and remote support.
• Strong troubleshooting, communication, and customer service skills.

Preferred: Experience with MDM tools (Jamf, Kandji, Intune, Workspace ONE), Google Admin Console, Okta, Slack, Teams, Zoom, and enterprise migration or onboarding projects.