IT Desktop Support Engineer (Residential Engineer)

Role Overview:

As an IT Desktop Support Engineer, you will be responsible for a variety of operational and project-based tasks, including support for SaaS-based applications, remote troubleshooting, new hire onboarding, and office conferencing systems. You will Support all The MAC and windows hardware, If required log a case with OEM to ensuring business continuity.

This is an exciting opportunity to join a growing company in a dynamic and evolving team. We are seeking a team player who is passionate about technology, eager to succeed, and willing to mentor and cross-train colleagues.

Responsibilities:

• Provide advanced technical support and troubleshoot escalated issues efficiently for all the MAC and windows hardware support
• Continuously evaluate and improve support processes and procedures.
• Collaborate across departments to deliver comprehensive IT support solutions.
• Develop and maintain strong client relationships to ensure high satisfaction levels.
• Maintain detailed records of support activities and generate reports. Monitor ticketing tool and action them.
• Oversee IT asset management (ITAM), tracking and maintaining accurate inventory of IT assets.

Key Duties:

• Manage and support desktop and laptop infrastructure to ensure optimal performance and functionality.
• Advanced-level troubleshooting of Apple and Windows hardware, including spare replacements and break-fix support.
• Knowledge with Microsoft 365, Okta, G Suite, Slack, Zoom, Jamf, MDM, KACE, and other relevant platforms is good to have .
• Handle onboarding and offboarding processes, including account provisioning and deprovisioning.
• Configure ITCS-managed devices for remote and on-site new hires.
• Subject Matter Expert (SME) in laptop shipment and reclamation processes.
• Implement and oversee asset management procedures for tracking hardware and software inventory.
• Apply ITIL best practices for incident, problem, change, and service request management.
• Support the Cohesity user community via ServiceNow and Jira ticketing systems.
• Utilize SOPs, OKRs, and knowledge base documentation for efficient IT support operations.
• Adhere to all applicable ITCS Cataloged Service SLAs.
• Stay updated on industry trends and emerging technologies to enhance desktop engineering practices.
• Support all site-based Zoom room resources.

Required Qualifications:

• 4 to 6 years of experience in desktop support, with expertise in Windows and Mac environments.
• Strong proficiency in Microsoft 365, Azure, and G Suite administration.
• Experience in supporting Apple, Dell, and other platforms.
• Extensive knowledge of Microsoft Windows 10-11 and Apple macOS.

• Experience with Okta for identity and access management.
• Experience supporting collaboration tools like Slack and Zoom.
• Proficiency in MDM solutions such as Jamf, KACE, and Microsoft Intune.
• Strong knowledge of IT asset management and tracking.
• Expertise in onboarding and offboarding processes.
• Understanding of ITIL processes for IT service management.
• Experience with ServiceNow and Jira ticketing systems.
• Strong problem-solving skills and ability to troubleshoot technical issues.
• Excellent communication and interpersonal skills.
• Certification in any of the above-listed skills is a plus.

Join us and be part of a team that is driving innovation and efficiency in IT support!