Desktop Support Engineer

Onsite Technical Desktop Support EngineerThe Deskside Support Technician is responsible for providing on-site and remote technical support for end-user computing environments, with a specialized focus on Apple devices (macOS, iOS) and enterprise mobile device management (MDM). This role ensures seamless IT operations by resolving incidents, fulfilling service requests, and maintaining endpoint compliance and performance.Deskside SupportDeliver hands-on support for desktops, laptops, and peripherals across Windows and Apple platforms.Perform IMAC (Install, Move, Add, Change) activities for hardware and software deployments.Troubleshoot and resolve Level 1 and Level 2 incidents related to enterprise applications (e.g., MS Office, SAP, O365) and infrastructure.Collaborate with global support teams to escalate and resolve complex issues.Maintain and update technical knowledge base and documentation.Apple Device SupportProvide remote and on-site support for macOS and iOS devices, including configuration, software deployment, and patch management.Utilize tools like Intune/Casper Suite for Apple device lifecycle management.Support Apple-specific application packaging, deployment, and encryption management.Handle hardware break-fix and on-site IMAC for Apple endpoints.Mobile Device Management (MDM)Administer and monitor MDM platforms (e.g., Microsoft Intune) to ensure secure and compliant mobile operations.Respond to Level 2 alerts and incidents from the MDM console and escalate as needed.Maintain synchronization of email, calendar, and contacts across mobile platforms.Generate MDM health reports and support incident/problem management workflows.Provide consulting on new MDM features, application whitelisting/blacklisting, and document management.Required Skills & Qualifications3+ years of experience in deskside or end-user support roles.Proficiency in supporting macOS, iOS, Windows, and Android platforms.Hands-on experience with MDM tools such as Microsoft Intune, Intune, or equivalent.Strong troubleshooting skills for hardware, software, and network issues.Familiarity with ITSM tools (e.g., ServiceNow) and enterprise ticketing systems.Excellent communication and customer service skills.