Technical Support Engineer Mac

Technical Support Engineer Mac
Redwood City, CA
Duration: Long Term Contract

Job Summary

We are looking for a Technical Support Engineer with hands-on experience supporting Mac/macOS and Windows environments. The ideal candidate will provide technical support to end users, troubleshoot hardware and software issues, and resolve day-to-day IT problems.

Responsibilities

• Provide L1/L2 technical support to end users.
• Troubleshoot Mac/macOS and Windows hardware and software issues.
• Install, configure, and maintain laptops, desktops, applications, and peripherals.
• Troubleshoot network, VPN, printer, email, and connectivity issues.
• Support user accounts, passwords, and access-related issues.
• Provide remote and onsite technical assistance.
• Create and update tickets in ServiceNow, Jira, or similar ticketing tools.
• Escalate complex issues to the appropriate technical teams.
• Maintain documentation of common issues and resolutions.
• Provide excellent customer service and communicate effectively with users.

Required Skills

• 3+ years of experience in Technical Support / IT Support / Help Desk.
• Strong hands-on experience with Mac/macOS.
• Experience with Windows 10/11.
• Hardware and software troubleshooting.
• Basic networking and VPN troubleshooting.
• Experience with Active Directory or user account management is a plus.
• Experience with ServiceNow, Jira, or similar ticketing systems is preferred.
• Strong communication and problem-solving skills.