Mac Support Engineer L2

Found in: Appcast Linkedin GBL C2 - 2 weeks ago

Santa Clara, United States HCLTech Full time

What You will be doing:

Handle tiered tickets and escalations, providing on-site and remote assistance for Windows, Mac, Linux, iOS, and Android platforms as needed.

IT Inventory: Responsible for procuring, managing, and tracking IT assets, including inventory and consumables, while contributing to demand planning strategies.

Compliance and Vendor Engagement: Collaborate with engineering for audit compliance, ensuring adherence to standards in hardware management, and oversee vendor engagements, meeting KPIs and service level agreements.

Continuous Improvement Initiatives: Identify recurring issues, document processes for global adoption, manage IT deployment for office build-outs, and explore new technologies/methodologies to enhance operations.

User-Centric Solutions: Anticipate local user needs, create systems to streamline requests, and develop tools to reduce ticket submissions wherever possible.

Bachelor's degree or equivalent experience in information systems or related field

Proven history of administration and support of Enterprise Windows environments, analyzing, troubleshooting, and resolving issues then creating mitigation strategies.

Strong judgment, problem-solving, and decision-making abilities

Exceptional communication skills and the ability to grow relationships and rapport.

The ability to translate between technical details and the real-world impact they have.


Nice to have :


Phenomenal personal and interpersonal skills

Highly motivated, organized, self-starter with experience in a large enterprise environment.

Proven Windows 10/11, Office 365, Android, iOS, Mac, and Linux experience

PowerShell or other scripting and automation skills

Experience managing medium to large scale IT projects

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