IT Engineer (Network | Desktop | Mac)

We are seeking a skilled and customer-focused IT Engineer (Network | Desktop | Mac) with at least 7 years of experience in a similar role. The ideal candidate will be responsible for providing frontline technical assistance, troubleshooting, and support for end-users, with a strong focus on network installation, configuration, and setup. This role requires excellent communication skills and the ability to diagnose and resolve issues efficiently.

Key Responsibilities

Technical Support

• Act as the first point of contact for IT-related inquiries, incidents, and requests.
• Diagnose and resolve hardware, software, meeting room, and network issues for laptops, desktops, and mobile devices, with a particular emphasis on macOS environments.
• Provide technical support for general computing applications and network services, ensuring optimal functionality within Mac systems.
• Assist users in configuring and optimizing their Mac devices for performance, security, and compatibility with corporate applications.

Network Configuration and Management

• Install, configure, and maintain network hardware (routers, switches, firewalls) and software.
• Set up and manage network services, including VPNs, DHCP, and DNS.
• Troubleshoot and resolve connectivity issues related to wired and wireless networks.
• Monitor network performance and perform necessary adjustments to optimize efficiency.

Device Management

• Deploy and configure Mac devices using Mobile Device Management (MDM) platforms.
• Perform regular updates, patches, and security configurations specific to macOS.
• Manage device enrollments, backups, and recovery processes for Mac systems.

User Support

• Provide support for user account management, including permissions, password resets, and authentication issues.
• Perform user onboarding and offboarding processes as per documented SOPs, with a focus on Mac user environments.
• Deliver training and guidance to end-users on best practices for using macOS and corporate applications effectively.

Incident Management

• Log, track, and prioritize tickets in the IT Service Management (ITSM) system.
• Escalate complex issues to higher-level support when necessary, ensuring timely resolution.
• Document troubleshooting steps and solutions in a knowledge base for future reference.

Collaboration and Continuous Improvement

• Identify recurring problems and recommend process improvements or solutions to reduce downtime.
• Stay updated on the latest updates, new technologies, and advancements in IT support practices.

• 7 years of experience in Mac support and network engineering.
• Strong understanding of IT desk services, corporate systems, technologies, operating systems (macOS), and network concepts.
• Proficient knowledge of networking protocols and technologies, including TCP/IP, DNS, DHCP, VPN, firewalls, routers, and switches.
• Hands-on experience with network administration, configuration, and troubleshooting.
• Ability to work independently and in a team.
• Experience in remote support for users working from home and in other remote offices.
• Experience and maturity to work in a multicultural environment with the ability to communicate ideas, standards, and policies confidently.
• Relevant degree in Computer Science, Information Technology, or a related field.
• Proficiency in English and Mandarin.