Support Engineer

Employee Relations Associates, Inc.; Atlanta (GA); Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Short term disability

401(k)

Holiday pay

Job summary

Employee Relations Associates, Inc. is seeking an experienced L1/L2 Support Engineer to assist end users during a large-scale IT onboarding and migration initiative.

The role focuses on Apple devices, Google Workspace, user access, and endpoint setup to ensure a seamless onboarding experience. Responsibilities include configuring and troubleshooting MacBooks, iPhones, iPads, and Google Workspace, assisting with onboarding, provisioning, MFA, and applications access while supporting device

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.

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 elevate complex issues as needed.
• Deliver excellent customer support throughout the onboarding process.

Skills

L1/L2 end-user support

macOS

iOS

Google Workspace

ITSM platforms

MFA

endpoint management

remote support

troubleshooting

customer service

Tools

ServiceNow

Jira

Zendesk

Jamf

Kandji

Intune

Workspace ONE

Google Admin Console

Okta

Slack

Teams

Zoom

Job description

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.
• Document issues in the ITSM system and elevate 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.

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 elevate 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.

• medical
• dental
• vision
• life insurance
• short term disability
• 401(k)
• holiday pay