Job: MAC OS Engineer
Location: Atlanta, GA/ onsite
Role name: System Administrator
Role Description: Serve as the primary point of contact for VIP users requiring IT support.Support enterprise devices, including Windows, mac. iOS and Android smartphones, tablets, iPad and MDM solutions.Imaging / Reimaging of laptopsDiagnose and resolve hardware issues on laptops, desktops, and peripherals (e.g., docking stations, monitors, printers).Provide support for operating systems, including Windows (10, 11) and macOS, and ensure compliance with security policies.Troubleshoot collaboration tools (e.g., Microsoft Teams, Zoom, WebEx) and AV/VC systems in conference rooms or during remote sessions.Resolve network connectivity issues, including LAN, Wi-Fi, and VPN, and escalate complex problems to the networking team when required.Manage and resolve issues with cloud-based services such as Office 365, OneDrive, and SharePoint.Install software applications approved by Security team.Perform user account management tasks like password resets, permission adjustments, and Active Directory administration.Conduct health checks on VIP devices and systems to ensure optimal performance.Preemptively resolve issues by analyzing system logs and user behavior trends.Log and track incidents and service requests in the ITSM system (e.g., ServiceNow, Jira).Generate detailed reports on support activities, recurring issues, and trends affecting VIP users.Collaborate with L2/L3 support teams to ensure seamless problem resolution.Work closely with internal teams, external vendors, and service providers for hardware replacements, service upgrades, or other needs.Escalate unresolved issues with detailed documentation to ensure timely resolution.
Competencies: Desktop Management - Infrastructure Services (IS), EUCS_TOOLS_SCCM
Experience (Years): 8-10
Essential Skills: Proven experience in VIP supportStrong knowledge of Windows and Mac operating systems.Experience with Microsoft Office Suite and other common business applications.Familiarity with Active Directory, remote desktop tools, and VPN solutions.Basic understanding of networking principles (TCP/IP, DNS, DHCP).Excellent problem-solving skills and attention to detail.Strong communication and interpersonal skills.Ability to work independently and as part of a team.Experience with ticketing systems and IT service management (ITSM) tools.Ability to handle multiple tasks and prioritize effectively.Must be able to lift and move computer equipment and accessories from one location to another.Must be able to work in a fast-paced environment and manage multiple tasks simultaneously.
Keywords: Desktop Management, VIP Support, MAC support, JAMF MDM, BigFix.
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