A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Provide high-touch, white-glove technical support to associates through C-Suite executives, maintaining the highest level of professionalism, communication, and discretion. Key Responsibilities Resolve escalated technical issues ranging from simple password resets to complex database and systems configurations. Troubleshoot macOS and Windows operating systems, as well as enterprise laptops, desktops, and mobile devices. Administer secure remote access using SASE (Palo Alto GlobalProtect) and ZTNA (Zero Trust Network Access) frameworks. Troubleshoot local and remote network connectivity issues, partnering directly with the Network and Security teams to resolve infrastructure bottlenecks. Support cloud-based security policies and user access controls within Azure Security (Entra ID / Conditional Access). Partner with Release Management and Security teams to ensure seamless patch deployment and endpoint compliance. Manage, configure, and secure enterprise endpoints using JAMF (macOS) and Microsoft Intune (Windows/iOS/Android). Leverage automation and scripting (e.g., PowerShell, Bash, Python) to enhance deployments and automate ticketing workflows inside ServiceNow.
Required Qualifications Experience:
3-5+ years in an advanced L2/L3 technical support, desktop engineering, or systems support role. Proven track record of supporting C-level executives with excellent communication skills, emotional intelligence, and discretion.
MDM & Cloud Security:
Strong administrative experience with JAMF, Microsoft Intune, and Azure Security environments. Solid understanding of
TCP/IP, DNS, SASE
(GlobalProtect), and ZTNA concepts. Practical experience scripting to automate tasks, package software, or integrate endpoints with systems like ServiceNow. Comprehensive knowledge of macOS, Windows, iOS, Android, and enterprise-grade hardware.
