Overview:
Provide high-level IT support for L1 and L2 tickets, primarily through chat and email. Support a mixed environment including MacBooks, remote Linux development machines, and Google Workspace.

Key Responsibilities:

Respond to and resolve L1/L2 tickets via chat and email Handle routine IT tasks: Access requests Ticket triage and routing Escalation of complex issues Updating internal knowledge base Troubleshoot basic issues on: MacBooks Network and connectivity Support end-user applications and infrastructure services

End-User Tools:

Google Workspace (Gmail, Drive, Groups) Slack Okta (Advanced Server Access & Identity Engine) Notion GitLab TigerVNC & RDP clients Frame

Infrastructure Services:

DHCP (isc-dhcp-server) DNS (BIND) Corporate networking (Meraki) MDM (Mosyle)

Supported Operating Systems:

Ubuntu 20.04, 22.04, 24.04 macOS Windows 10/11 and Server versions

Skills:

L2 IT Support MacBook troubleshooting Network troubleshooting Basic infrastructure service support