L1 IT Support Engineer – JumpCloud MDM & Google Workspace Full Time

Job Description

L1 IT Support Engineer – JumpCloud MDM & Google Workspace

Location: Customer Site (Onsite Support)

Experience: 1–3 Years

Employment Type: Managed Services / Full-Time

Role Overview

We are looking for a Customer Location L1 IT Support Engineer responsible for day-to-day management of endpoint devices, user accounts, and collaboration platforms using JumpCloud MDM and Google Workspace. The engineer will provide first-level support for endpoint management, identity access, and productivity tools while ensuring smooth IT operations at the customer premises.

The role requires close coordination with L2/L3 support teams and central IT operations for escalations and service continuity.

Key Responsibilities

JumpCloud MDM Administration

• Enroll, configure, and manage laptops, desktops, and mobile devices using JumpCloud MDM.
• Perform device provisioning, de-provisioning, and policy enforcement.
• Manage device compliance, patch status, and security configurations.
• Apply device policies, disk encryption, and access controls.
• Troubleshoot device enrollment, login issues, and policy synchronization problems.
• Assist users with password resets and device authentication issues.

Google Workspace Administration

• Manage user account provisioning and de-provisioning.
• Configure and support Gmail, Google Drive, Calendar, Meet, and Groups.
• Provide support for email configuration on desktops and mobile devices.
• Manage user permissions, storage access, and shared drives.
• Support Google Workspace security features such as MFA and account recovery.
• Assist users with collaboration tools and productivity applications.

End User Support

• Provide L1 support for endpoint devices including Windows, Mac, and mobile devices.
• Troubleshoot login issues, application access problems, and device connectivity.
• Support printer configuration and peripheral devices.
• Handle service requests and incidents through ITSM tool or ticketing system.
• Provide user onboarding support including device setup and access configuration.

Identity & Access Management

• Manage user identities and access policies in JumpCloud.
• Implement role-based access control for applications and systems.
• Support Multi-Factor Authentication (MFA) configuration and troubleshooting.

Monitoring & Escalation

• Monitor endpoint compliance and system alerts.
• Identify and escalate issues to L2/L3 teams or OEM support when required.
• Maintain incident logs and resolution updates.

Documentation & Reporting

• Maintain asset inventory and device lifecycle records.
• Document standard operating procedures and troubleshooting steps.
• Provide daily/weekly operational reports to customer IT stakeholders.

Required Skills

Technical Skills

• Basic administration knowledge of JumpCloud Directory Platform and MDM
• Hands-on experience with Google Workspace administration
• Knowledge of Windows, MacOS, and mobile device management
• Understanding of identity management and endpoint security
• Basic knowledge of network troubleshooting (WiFi, LAN, VPN)

Soft Skills

• Good communication and user interaction skills
• Ability to work onsite with business users
• Strong troubleshooting and problem-solving ability
• Ability to coordinate with remote IT teams

Preferred Certifications

• Google Workspace Administrator (Preferred)
• CompTIA A+ / Network+ (Preferred)
• JumpCloud Training / Certification (Good to have)

Key Deliverables

• Smooth endpoint lifecycle management
• Timely incident resolution within SLA
• Proper user access management
• Compliance with security policies and device management standards