IT Support Engineer

Responsibilities:
Responsible for Global IT Support for 2500+ systems (95% Mac and 5% Windows & VDI), experience with end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems. Support the business needs in the office as per the requirement.
Daily duties can include receiving, prioritizing, documenting, routing, scheduling, help with general IT support, technical troubleshooting, documentation, Audio/Video systems and support including video conference rooms, project management and resolving all internal IT support requests related to hardware and software to the role limits.
Conduct New Hire training, including orientation on company IT platforms and tool familiarity, troubleshooting, and configuration assistance.
Handle technical escalations and provide technical assistance/training to the team members and act as a liaison with the Systems and Network Administration team(s).
Manage hardware in relation to the hardware asset lifecycle and provide support in SaaS asset management such as auditing, access retrieval, etc.
Create and maintain knowledge content to promote self-service support and provide feedback and recommendations to improve processes, productivity, and quality of service.

Basic Qualifications:
4+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.
Extensive experience with configuring & troubleshooting Mac OS is a must.
Extensive experience with configuring & troubleshooting Windows 10 and higher will be an advantage.
Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc.
Experience with managing AV systems and technical support for office events.
Demonstrated ability to communicate ideas to technical and non-technical audiences in both written and verbal formats.
Inquisitive attitude and a desire to learn new things.

Preferred Qualifications:
Experience with intermediate systems/network troubleshooting skills, MAC administration, Workspace One, IT Service management tools like ServiceNow & JSM along with SSO & AV technology.
Experience training and explaining complex topics to end users, and interacting candidly and positively with management.
Certifications to look out for: CompTIA A+, CompTIA Security+, CompTIA Network+ will be an additional advantage.

Skills Required
4+ years of IT or Desktop Support / System Administration experience
Extensive experience configuring and troubleshooting Mac OS
Experience configuring and troubleshooting Windows 10 and higher
Experience with Google Suite
Experience with JAMF (Mac device management)
Experience with Zoom and video conferencing systems
Experience with ServiceNow (ITSM)
Experience with JSM (Jira Service Management)
Experience with Workspace One
Experience with Okta and SSO technologies
Experience with Slack and Microsoft Office
Familiarity with VDI environments
Experience managing AV systems and providing technical event support
Hardware asset lifecycle management and SaaS asset auditing/access retrieval
Ability to communicate technical ideas to technical and non-technical audiences (written and verbal)
Inquisitive attitude and desire to learn
Intermediate systems/network troubleshooting skills
Experience training end users and interacting with management
Certifications such as CompTIA A+, CompTIA Security+, CompTIA Network+