Mac Support Engineer L2

3 weeks ago

Santa Clara, United States HCLTech Full time

Job Role - Senior Desktop Support Engineer - Windows and MAC End Points

Job Description:

A senior Desktop Support Engineer who is responsible for troubleshooting and resolving issues for end users and executives/ VIPs. Issues can be related to installation, configuration, performance, functionality or compatibility of a product or service. They use various tools as a consumer such as In Tune, JAMF, SCCM, Okta, Ninja One, Active Directory, Azure Active Directory to identify the root cause and provide a solution or workaround.

Responsibility also includes ensuring the reliability, security, and performance of end points (Windows and MAC) and applications to meet the needs of our users and business operations.

Key Responsibilities:

Technical Proficiency: Understanding of operating systems (e.g., Windows, macOS, Linux) and their configurations, including troubleshooting common issues.

Hardware Knowledge: Familiarity with desktop hardware components such as CPUs, RAM, hard drives, and peripherals (e.g., monitors, keyboards, mice), including troubleshooting hardware-related problems.

Software Applications: Ability to install, configure, and troubleshoot various software applications, including productivity suites (e.g., Office 365, SharePoint), antivirus programs, and specialized software used within the organization.

Software solutions: JAMF, Intune (Microsoft Endpoint Manager) SCCM, Ninja One, Active Directory, Azure Active Directory

Ticketing and Help Desk Platforms: ServiceNow and Jira Service Management or similar tools.

Networking Basics: Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN, to troubleshoot network connectivity issues and configure network settings on desktops.

Remote Desktop Support: Proficiency in providing remote assistance to users using remote desktop tools such as Remote Desktop Protocol (RDP), TeamViewer, or similar software.

Customer Service Skills: Strong communication and interpersonal skills to effectively communicate with end-users, understand their issues, and provide clear instructions and solutions.

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

Adaptability and Learning: Willingness to adapt to new technologies and learn continuously, as desktop support often involves staying updated with evolving hardware, software, and security trends.

Team Collaboration: Ability to collaborate with other IT team members, such as network administrators, system administrators, and help desk staff, to resolve complex issues and improve overall IT infrastructure and support processes.

Experience: Minimum 5 to 7+ years of experience as a Desktop Support Engineer

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