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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