MAC Win Desktop Support Engineer

Location - Reading/London, UK

Type - Contract (Inside IR35)

Duration - 3 to 6 weeks

Job Description

We are looking for an experienced Desktop Support Engineer to provide technical assistance remotely. Hands-on experience in troubleshooting Desktop/Laptop OS (Mac) and office and other application software is required.

• Installation and configuration of Windows & MAC Workstations
• Knowledge of different versions of Windows & Mac OS X
• Install and configure Office applications with other Line of Business Applications on Windows & MAC
• Hands-on experience with MAC OS and knowledge in Windows 10/11 OS environments is an added advantage
• Knowledge of FileVault encryption/decryption
• Diagnose and resolve software and hardware incidents, including operating systems (MAC) and a range of application software on the client machine (Office applications, Outlook, Teams, OneDrive, etc.)
• Mobile device management, configure Outlook, Teams, Microsoft Authenticator, etc. (iPhone, iPad, Android, Surface, etc.)
• Basic knowledge of Office365 services, Active Directory, and user login methods
• Knowledge of JAMF application push and deployment for workstations
• Walk customers through installing applications and computer peripherals
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• OS and application support, ticket handling on INC, SR
• Good to have ticketing tool knowledge – SNOW, JIRA, etc.
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Help create technical documentation and manuals
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
• Knowledge of Office applications like Word/Excel/PowerPoint/Outlook/Teams
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Provide technical assistance and support issues related to desktop support and Teams Conferencing support
• VIP user coordination and support
• Professionalism when resolving service delivery and client issues in a timely manner
• Identifying and escalating business and technical challenges as appropriate and in a timely manner
• Communicating with other engineers, clients, and managers in a professional manner, ensuring that all parties involved are kept up to date at all times.

Other Roles and Responsibilities During Migration

• Coordinate with Migration Onsite team and scheduling team
• Help the technical team solve technical roadblocks by regular case reviews, resulting in increased productivity of the team
• Ensure all scheduled migrations are completed without any business impact