Desktop Support Engineer

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Location: San Mateo, California

We are looking for a Desktop Support Engineer to provide technical assistance to our internal user base. You will help install, upgrade and troubleshoot hardware and software, primarily on MacOS with some Windows-based systems. If you’re computer savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should be familiar with industry standard remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase end user satisfaction.

Key responsibilities

  • Resolve computer hardware, software and networking issues in an enterprise environment consisting of approximately 90% Mac / 10% Windows
  • Walk customers through installing applications and computer peripherals
  • Effectively troubleshoot and resolve end user computing problems
  • Guide users with simple, step-by-step instructions
  • Conduct in-person as well as remote troubleshooting sessions
  • Test alternative pathways and/or escalate appropriately to resolve difficult problems to completion
  • Customize desktop applications to meet user needs
  • Record technical issues and solutions into organized documentation
  • Perform issue tracking via online ticketing systems (Jira, Service-Now)
  • Follow up with clients to ensure their systems are functional
  • Report customer feedback and potential product requests
  • Help create technical documentation and manuals

 Required skills

  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • 3+ years of hands-on experience supporting MacOS and Windows 10 operating systems
  • Working knowledge of networking concepts in an enterprise environment, including DNS, DHCP, Ethernet, Wifi, VPNs
  • Mobile device support, including iOS and Android platforms
  • Basic knowledge and experience working with virtualization platforms such as KVM, VMWare
  • Working knowledge of office automation products and computer peripherals, including printers and scanners
  • Basic knowledge of network security practices
  • Experience supporting anti-virus clients in an enterprise environment
  • Ability to perform remote troubleshooting and provide clear instructions to end users
  • Ability to communicate clearly and effectively, both verbal and written
  • Excellent problem-solving and multitasking skills
  • Customer-oriented and success-driven attitude
  • BS in Computer Science or relevant field

 NOTE: One of the primary responsibilities of this position is MacOS support. Candidates without a high proficiency of MacOS support need not apply.

Equal opportunity

Vindicia and Amdocs are equal opportunity employers. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law. Local applicants only. No relocation costs will be paid for this position.