Support Managed Services Engineer – Jumpcloud & Google Workspace Full Time

Job Description

Remote Support Managed Services Engineer

Location: Remote / Customer Support Center

Experience: 3–6 Years

Employment Type: Full Time

Shift: Rotational / Business Hours (as per support model)

Role Overview

We are looking for a Remote Support Managed Services Engineer responsible for providing L2-level technical support for endpoint management, identity services, network connectivity, and collaboration platforms. The engineer will manage and support environments utilizing JumpCloud for device and identity management, Google Workspace for collaboration, and enterprise network infrastructure.

The role requires strong troubleshooting skills, proactive monitoring, and the ability to resolve incidents remotely in a multi-customer managed services environment.

Key Responsibilities

Endpoint & Identity Management (JumpCloud)

• Manage and administer JumpCloud Directory Platform for device and identity management.
• Provision and de-provision users, systems, and policies.
• Manage device enrollment, policies, MFA, and SSO integrations.
• Troubleshoot authentication, directory sync, and device management issues.
• Maintain security policies and compliance standards.

Google Workspace Administration

• Manage and support Google Workspace environment including:
• Gmail
• Google Drive
• Google Meet
• Google Groups
• Google Admin Console
• User onboarding/offboarding and license management.
• Manage security settings, MFA, and access policies.
• Troubleshoot email delivery issues, spam filtering, and account access problems.
• Manage data sharing policies and collaboration permissions.

Network Support

• Provide remote support for LAN, WAN, and WiFi environments.
• Troubleshoot network connectivity issues including:
• VLAN
• VPN
• DHCP
• DNS
• Firewall policies
• Work with network devices such as switches, routers, and wireless controllers.
• Coordinate with onsite teams for hardware troubleshooting when required.

Service Desk & Incident Management

• Handle incidents, service requests, and problem tickets through ITSM tools.
• Provide L1/L2 remote troubleshooting for end-user and infrastructure issues.
• Follow SLA-driven incident response and resolution processes.
• Maintain documentation of solutions and known issues.

Monitoring & Proactive Support

• Monitor systems, endpoints, and network infrastructure.
• Identify and resolve potential issues before service impact.
• Implement patching, updates, and configuration improvements.

Documentation & Reporting

• Maintain technical documentation, SOPs, and runbooks.
• Provide regular service reports and incident analysis.
• Update knowledge base articles for recurring issues.

Required Skills

Technical Skills

• JumpCloud Directory Platform administration
• Google Workspace Administration
• Networking fundamentals (LAN, WAN, WiFi)
• DNS, DHCP, VPN troubleshooting
• Windows / Mac endpoint management
• Identity & Access Management concepts
• MFA and SSO configuration

Tools Knowledge (Preferred)

• ITSM tools (ServiceNow, Freshservice, Zendesk, etc.)
• Remote management tools
• Endpoint management platforms
• Monitoring tools

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field.

Preferred Certifications

• JumpCloud Certification (Preferred)
• Google Workspace Administrator
• CompTIA Network+
• CCNA (Preferred)

Key Competencies

• Strong troubleshooting and analytical skills
• Ability to support multiple customers remotely
• Good communication and documentation skills
• Customer-first mindset
• Ability to work in SLA-driven managed services environment