Tech Support II

What you'll do

• Serve as the subject-matter expert for macOS and Apple hardware support across regional offices.
• Provide Tier II/III troubleshooting for kernel-level issues, disk encryption, and application errors.
• Administer Apple MDM solutions including configuration profiles, patch management, and security hardening.
• Develop Bash, Python, and zsh scripts to automate macOS configuration and compliance enforcement.
• Diagnose and resolve complex hardware, software, network, VOIP, and AV issues for Windows and Mac systems.
• Manage Windows Server functions including print, file, and backup solutions.
• Execute technical projects such as office relocations, infrastructure upgrades, and technology rollouts.
• Create and maintain technical documentation, troubleshooting guides, and standard operating procedures.

What we're looking for

• Bachelor's degree in Information Technology, Engineering, Computer Science, or a related field, or 4 years of equivalent experience.
• 10+ years of experience supporting Windows and Macintosh operating systems with significant depth in the macOS/Apple ecosystem.
• 5+ years of hands-on experience in technical support, IT infrastructure, networking, or AV systems support.
• CompTIA A+ Certification.
• CompTIA Net+ Certification.
• Apple Certified Support Professional (ACSP) certification.
• Jamf Certified Associate certification, or the ability to obtain it within a defined period of hire.
• Scripting experience in Python, Bash, or zsh and a strong working knowledge of the macOS command line.
• Demonstrated experience administering an enterprise MDM solution.
• Experience with Windows Servers, including backup, print, and file services.
• Ability to lift and transport IT equipment weighing 40–50 lbs.
• Apple Certified Technical Coordinator (ACTC) certification (preferred).
• Microsoft AZ-800 certification (preferred).
• Cisco CCNA certification (preferred).
• Experience with Microsoft Active Directory, Office, SharePoint, Autopilot, Intune, and Zscaler (preferred).
• Experience with PowerShell scripting and Python coding (preferred).
• Experience with MECM for Windows patch management (preferred).