End user device Engineering and Executive Support L3 (Mac and Windows)

We are seeking a highly skilled and dedicated Desktop Engineer who is technically proficient End User Device Engineer (Level 3) with a specialized focus on windows and macOS environments. The role requires extensive expertise in both Windows and macOS environments, strong troubleshooting abilities, and an unwavering commitment to customer satisfaction.

Requirements

• 5+ years of experience in a Desktop Support, IT Support, or End User Computing role, with a strong focus on executive or VIP support.
• Deep expertise in Windows operating systems (Windows 10, 11) and macOS (Ventura, Sonoma, and newer versions), including advanced troubleshooting and administration.
• Hands-on experience with mobile device management (MDM) solutions.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira).
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication (written and verbal), interpersonal, and customer service skills, with a proven ability to interact professionally and discreetly with senior executives.

Benefits

• Provide expert-level, hands-on and remote technical support to executives for all hardware, software, and peripheral issues on Windows and macOS devices (laptops, desktops, tablets, smartphones), mobility/iOS expertise
• Prioritize and promptly resolve executive-level IT incidents and service requests with a focus on minimal disruption and maximum efficiency.
• Act as the primary point of contact for executive IT needs, ensuring a smooth and personalized support experience.
• Install, configure, and maintain operating systems (Windows 10/11, macOS), software applications (Microsoft 365 Suite, Adobe Creative Suite, specialized executive tools), and hardware components.
• Diagnose and resolve complex technical issues related to network connectivity (Wi-Fi, VPN), email, printing, video conferencing, security, and data protection.
• Perform hardware upgrades, replacements, and repairs for executive devices.
• Conduct regular system updates, patching, and backups to ensure system stability and security.
• Manage and troubleshoot mobile devices (iOS, Android) and associated applications.
• Implement and enforce security protocols, including antivirus software, disk encryption, and endpoint protection solutions.
• Collaborate effectively with other IT teams (Network, Systems, Security) to resolve complex issues and implement new technologies.
• Communicate complex technical information clearly and concisely to non-technical executives, demonstrating patience and understanding.