Customer Experience Support Engineer (L2/L3)

Job overview

Customer Experience Support Engineer (L2/L3) is a full-time hybrid role based in Chicago, IL, with remote and River North office work. Compensation is described as competitive and based on experience; no numeric salary is specified. Secure and Managed IT is a customer-focused managed services provider and cybersecurity consultancy serving Chicago-area organizations. The engineer provides advanced technical support and technology guidance to clients, resolving complex issues across devices, cloud platforms, networks, and cybersecurity while contributing to reliable service delivery and improved client experience.

What you'll do

• Provide Level 2 and Level 3 support remotely and onsite
• manage Windows and macOS devices using Microsoft Intune and Addigy
• administer Microsoft 365 and Google Workspace
• diagnose hardware, software, cloud, networking, and cybersecurity issues
• triage requests and meet service-level agreements
• use scripting, automation, deployment, and proactive maintenance
• own issues through resolution and collaborate on support-process improvements.

What we're looking for

Skills & competencies

customer experience support engineer

l2/l3 support

managed services provider

cybersecurity

microsoft 365

google workspace

windows

macos

chicago il

hybrid

secure and managed it

automation

Work arrangement

• Weekend coverage required

Benefits & perks

• Competitive salary based on experience
• hybrid work schedule
• supportive team environment
• career growth opportunities.

Why this role

Hybrid schedule; technical ownership; exposure to cloud, endpoint management, cybersecurity, and automation; long-term career growth opportunities.

About the employer

Employment Process Group is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.