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Technical Support Specialist
Technical Support SpecialistCovetus • Chicago, IL, US
Technical Support Specialist

Technical Support Specialist

Covetus • Chicago, IL, US
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Job Description

The L1 / L2 Support Engineer will be responsible for providing 24×7 technical support, incident triage, and resolution across end-user devices, cloud platforms, network security, and collaboration tools. The engineer will ensure timely response, high-quality service delivery, and adherence to SLAs while managing a variety of tools and systems across the client’s IT landscape (Google Workspace, Jamf, CrowdStrike, Fortinet, Meraki, Jira, etc.).

End-User and Device Support

  • Provide on-site and remote technical support for macOS, Windows 10 / 11, and Linux systems.
  • Perform user onboarding / offboarding including device setup, profile configuration, and access provisioning.
  • Handle software installation, reimaging, and patch updates as per SOPs.
  • Manage MDM operations using Jamf (Apple devices) — enrollment, compliance, and policy enforcement.
  • Troubleshoot issues related to VPN (Fortinet), Wi-Fi (Meraki), printers, and peripheral devices.
  • Coordinate with vendors for hardware repair and replacement.

Network & Security Operations

  • Monitor and support Fortinet Firewall and VPN infrastructure.
  • Analyze and escalate security alerts generated by CrowdStrike Falcon and Abnormal Security.
  • Ensure proper enforcement of network security policies and perform basic firewall troubleshooting.
  • Ensure Office IT Infrastructure – Video Conf. / Printers / conference rooms are functional
  • Maintain secure remote access configurations and handle end-user VPN support requests.
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    Technical Support Specialist • Chicago, IL, US

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