IT Helpdesk Support Engineer

Responsibilities

• Provide on-site and remote technical support to end users for day-to-day IT issues.
• Troubleshoot and resolve hardware, software, operating system, and peripheral device problems, primarily on macOS platforms.
• Assist employees with software installation, printer setup, network connectivity, and other general IT-related requests.
• Respond to and manage IT support tickets in a timely and professional manner.
• Install, configure, maintain, and upgrade macOS devices and applications.
• Create, deploy, and manage software packages and device configurations through Mobile Device Management (MDM) solutions.
• Support endpoint lifecycle management, including device enrollment, provisioning, maintenance, and decommissioning.
• Maintain inventory records and assist with office IT equipment management.
• Identify recurring technical issues and recommend preventive or long-term solutions.
• Document support activities, troubleshooting procedures, and knowledge base articles.
• Collaborate with internal teams to ensure smooth IT operations and user satisfaction.
• Support implementation and compliance of endpoint security policies and best practices.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline preferred.
• Minimum 2 years of experience in IT Helpdesk, Desktop Support, or End User Computing support.
• Strong knowledge of macOS administration, troubleshooting, and user support.
• Hands-on experience with Mobile Device Management (MDM) platforms such as Jamf or equivalent solutions.
• Familiarity with endpoint security technologies, including device protection, data security, and compliance-related tools.
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Excellent communication and interpersonal skills.
• Ability to prioritize tasks effectively and perform well in a fast-paced environment.

Preferred Qualifications

• Experience supporting enterprise environments with a large number of endpoint devices.
• Knowledge of Microsoft 365, Google Workspace, identity management, or collaboration tools.
• Familiarity with IT service management (ITSM) processes and ticketing systems.
• Apple Certified Support Professional (ACSP) or other relevant technical certifications.
• Good command of written and spoken English, with the ability to read and understand technical documentation.