IT Support Engineer (macOS & Windows)

Job Description IT Support Engineer (macOS & Windows)

Department: Information Technology
Location: Chennai
Experience: 2+ Years
Employment Type: Full-Time

Job Summary

We are looking for a skilled and customer-focused IT Support Engineer to provide end-user device support, macOS and Windows troubleshooting, office IT infrastructure support, and IT asset lifecycle management. The ideal candidate will have strong hands-on experience with macOS devices, basic Windows troubleshooting, Mobile Device Management (MDM) solutions, and IT service management processes.

The candidate will work closely with IT Support, IT Compliance, Admin, and Facilities teams to ensure seamless IT operations, minimize employee downtime, and deliver an excellent end-user support experience.

Key Responsibilities

1. End-User Device Support

• Collaborate with the IT Support team to troubleshoot laptops, peripherals, and company-approved applications.
• Resolve incidents within agreed Service Level Agreements (SLAs) and escalate complex issues when required.
• Maintain high first-contact resolution rates and ensure accurate ticket documentation.
• Provide timely and effective technical assistance to employees.

2. macOS and Windows Troubleshooting

• Perform advanced troubleshooting for macOS devices (approximately 95% of the workload) and Windows devices (approximately 5%).
• Diagnose and resolve Wi-Fi, DNS, proxy, captive portal, and other network connectivity issues.
• Troubleshoot browser, audio/video, and screen-sharing issues across Google Meet, Zoom, and Slack.
• Assist users with operating system updates, application installations, and device performance or stability issues.
• Support peripherals, including external displays, docking stations, adapters, Bluetooth accessories, and printers.
• Identify and escalate endpoint security agent issues, including EDR agents failing to check in.
• Guide employees through company-approved self-service troubleshooting procedures.
• Create and maintain technical runbooks, FAQs, and knowledge-base articles for recurring issues.
• Use built-in diagnostic tools, system logs, and basic command-line utilities to identify root causes and resolve technical problems.

3. Facility IT Support

• Provide IT infrastructure support for the Chennai office, including meeting rooms, televisions, Wi-Fi, and network connectivity.
• Troubleshoot Logitech and other video conferencing and meeting room equipment.
• Coordinate with vendors and escalate hardware or infrastructure issues when necessary.
• Monitor Wi-Fi performance, investigate connectivity issues, and address network misuse in coordination with the relevant teams.
• Work with building management and external service providers to restore services during outages.

4. IT Asset Lifecycle Management

• Maintain adequate inventory of laptops, monitors, and accessories for new joiners and replacement requirements.
• Track asset allocation, movement, returns, repairs, and inventory records accurately.
• Coordinate the dispatch and collection of IT assets within agreed SLAs, including onboarding, replacements, employee exits, and repairs.
• Work with Admin, Facilities, and vendors to manage asset logistics and procurement.
• Support procurement activities for laptops, monitors, accessories, and office IT equipment.
• Assist senior team members with IT Asset Disposition (ITAD) processes and ensure compliance with internal asset management procedures.

5. Communication and Collaboration

• Collaborate with IT Support, IT Compliance, Admin, and Facilities teams to maintain smooth IT operations.
• Assist in investigating and resolving IT compliance alerts and endpoint configuration issues.
• Act as the first point of contact for employee IT support requests, ensuring clear, professional, and empathetic communication.
• Escalate complex technical issues with detailed troubleshooting notes and relevant diagnostic information.
• Follow up on incidents until resolution and keep employees informed of progress.
• Maintain accurate records of incidents, resolutions, assets, and recurring technical issues.

Required Skills and Experience

1. Experience

• Minimum 2 years of hands-on experience in macOS and Windows troubleshooting.
• Practical experience using built-in diagnostic tools, system logs, and command-line utilities.
• Experience with Mobile Device Management (MDM) solutions such as Jamf, including user-level troubleshooting and escalation of configuration issues.
• Minimum 1 year of experience in IT asset lifecycle management.
• Prior experience supporting office IT infrastructure, including video conferencing equipment, Wi-Fi, and network connectivity.
• Familiarity with ITIL practices, Configuration Management Database (CMDB) processes, and IT service management platforms such as Freshservice.

2. Technical Skills

macOS

• Activity Monitor
• Console and system log analysis
• Disk Utility
• Wireless Diagnostics
• Keychain Access
• Profiles, Privacy, and Transparency, Consent, and Control (TCC) permissions
• Basic Terminal commands and troubleshooting

Windows

• Event Viewer
• Device Manager
• System File Checker (SFC) and DISM basics
• Driver installation and troubleshooting
• Network diagnostics and network resets

IT Operations

• Jamf or other MDM platforms
• IT asset inventory and lifecycle tracking
• Incident and ticket management
• Wi-Fi and meeting room troubleshooting
• Basic understanding of endpoint security and EDR agents
• ITIL/CMDB fundamentals and Freshservice or similar tools

3. Professional Competencies

• Strong customer service and end-user communication skills.
• Detail-oriented, organized, and process-driven approach.
• Effective troubleshooting, analytical thinking, and problem-solving abilities.
• Collaborative mindset with the ability to work across multiple teams.
• Ability to prioritize incidents based on business impact and minimize end-user downtime.
• Clear documentation and concise technical escalation skills.
• AI-first approach to troubleshooting, including the effective use of AI tools to accelerate diagnosis, research solutions, and improve support workflows.

Key Performance Indicators (KPIs)

• Compliance with incident resolution SLAs.
• First-contact resolution rate.
• Employee satisfaction with IT support.
• Accuracy of IT asset inventory and tracking.
• Timely dispatch, collection, and replacement of IT assets.
• Reduction in recurring incidents through documentation and root-cause analysis.
• Availability and reliability of office IT and meeting room equipment.

Preferred Qualifications

• Relevant degree or diploma in Information Technology, Computer Science, or a related field.
• Experience supporting Apple MacBook devices in a corporate environment.
• Familiarity with endpoint security, device compliance, and enterprise IT policies.
• Experience working in a structured IT support environment with documented processes and escalation procedures.