Mac-tech is an IT consulting and support company based out of SoHo in New York City. We work with businesses ranging from the very small to global enterprises, from creative agencies to law firms. Founded in 2004, mac-tech was created from a need to help the (at the time) underserved Mac community, mostly in corporate creative departments. We have since grown to design and manage networks, recommend and implement cloud solutions, support complex infrastructures and yes, even troubleshoot PCs.
Currently, we are looking for a Support Engineer with Windows experience to join our Support Team. Our service desk is responsible for providing timely day-to-day support for the mac-tech client base as well as supporting our Sales and Project teams. Our ideal future colleague would be methodical, quick on their feet, and adaptable. We often work as a team and hope you will bring something unique to that environment.
Responsibilities:
- Maintain a high level of quality within our service desk tool prioritizing end-user support, documentation, and meeting our client’s SLA
- Provide remote and on-site support to the mac-tech client base
- Manage the Service Desk ticket queue by monitoring for new tickets, replying to requests, coordinating and assigning internal resources
- Assist project engineers as needed
- Maintain and monitor client infrastructure
- Partner with business development team to make recommendations on client workflows and infrastructure
- Execute the mac-tech service mission and strategy
Requirements:
- 2+ years of experience in technical support, specifically Windows experience
- Exceptional customer service skills and strong business acumen
- Excellent written and verbal communications skills
- Experience working in a team-oriented, collaborative environment
- Ability to multi-task and manage time efficiently
- Ability to think logically and creatively in problem solving
Must have work experience with one or more of the following areas:
- Computer and Mobile Operating Systems (macOS, Windows 10, iOS, Android)
- Server and Directory Services, primarily Windows Server and Azure/Entra
- Communications and productivity suites (G Suite, Microsoft Office 365, Microsoft Exchange)
- Device management (JAMF, Microsoft Endpoint Manager/Intune, Mosyle)
- Remote Support Tools (Apple Remote Desktop, TeamViewer, Microsoft Remote Desktop)
- Ticketing and CRM Systems (ConnectWise, Zendesk, Freshdesk)
Must have one of the following qualifications:
- Intermediate (Associate) to Advanced (Expert) certification in administration of Microsoft 365, Windows, Entra or Defender