Deskside Engineer

The Deskside Engineer will provide hands‑on, remote, and in‑person technical support for enterprise users across Windows 11 endpoints, Mac devices, and corporate iPhones. The role is responsible for resolving incidents and service requests, supporting device lifecycle activities, maintaining endpoint compliance, assisting with onboarding and offboarding, and collaborating with Service Desk, Network, Security, Asset, and L3 teams to ensure a stable and high‑quality end‑user experience.

Provide deskside and remote support for Windows 11 laptops/desktops, Mac Book/iMac/Mac mini, iPhone, printers, docking stations, monitors, headsets, and other end‑user peripherals. Troubleshoot hardware, OS, application, profile, login, performance, VPN, Wi‑Fi, Outlook, Teams, One Drive, printing, and connectivity issues.

Provide support for macOS, Apple hardware, File Vault, local profile issues, enterprise application deployment, VPN, Wi‑Fi, printers, Microsoft 365 for Mac, Teams, Outlook, One Drive, and other approved business applications. Support Jamf/Intune-managed Mac endpoints as per process.

Support corporate iPhones including device setup, enrollment, activation, app installation, email/calendar setup, MFA authenticator configuration, network/VPN connectivity, passcode reset coordination, device replacement, and wipe/retire activities through approved MDM processes.

Assist with Microsoft Intune, Jamf Pro, Apple Business Manager, configuration profiles, compliance checks, encryption verification, patch status follow‑up, application deployment validation, vulnerability remediation coordination, and audit evidence collection.

Manage device provisioning, imaging/reimaging coordination, asset tagging, inventory validation, break‑fix support, warranty coordination, advance exchange, device refresh, return logistics, onboarding setup, and offboarding recovery activities.

Provide professional support for VIP and business‑critical users with strong ownership, proactive communication, timely ticket updates, and clear follow‑through until resolution.

Maintain SOPs, knowledge articles, troubleshooting guides, ticket notes, problem trends, recurring issue inputs, and improvement recommendations to reduce repeat incidents and improve first‑time resolution.

Windows 11 troubleshooting, device drivers, user profiles, Bit Locker, Windows Hello, Autopilot awareness, patching, application installation, printer support, VPN/Wi‑Fi, and performance troubleshooting.

macOS support, File Vault, local/admin account troubleshooting, Mac application deployment awareness, printers, Wi‑Fi, VPN, Microsoft 365 for Mac, and Apple hardware diagnostics.

iOS/iPhone setup, activation, enrollment, app deployment validation, Outlook/Teams/Authenticator support, device wipe/retire process, passcode lockout support coordination, and cellular/Wi‑Fi troubleshooting.

Microsoft Intune, Jamf Pro, Apple Business Manager, compliance policies, configuration profiles, device enrollment, application deployment, and MDM troubleshooting awareness.

Outlook, Teams, One Drive, SharePoint access, Office applications, Exchange profile troubleshooting, MFA, SSO, and basic Entra /Azure AD support awareness.

TCP/IP, DNS, DHCP, VPN, Wi‑Fi, docking stations, monitors, printers, scanners, headsets, mobile hotspots, and basic network triage.

Service Now or equivalent ITSM tool, incident/request/change process awareness, SLA management, ticket documentation, knowledge base usage, asset lifecycle tracking, and escalation handling.

Basic Power Shell preferred for Windows checks and remediation;
Bash/Zsh awareness preferred for Mac support; ability to use approved scripts safely as per SOP.

• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related discipline preferred.
• Minimum 3 years of hands‑on end‑user computing or deskside support experience in an enterprise…