We are seeking a skilled and experienced Windows and Mac L1/L2 Support Specialist to join our IT support team. The ideal candidate will have a strong background in providing technical assistance and support for both Windows and Mac operating systems. This role requires excellent troubleshooting skills, a customer-centric approach, and the ability to work independently as well as part of a team. The L1/L2 Support Specialist will be responsible for resolving escalated technical issues related to Windows and Mac systems, ensuring the smooth operation of IT services, and providing exceptional customer service to end-users.
Roles and Responsibilities:
- Provide technical support for Windows and Mac operating systems, software applications, and hardware peripherals.
- Diagnose and resolve complex technical issues related to Windows and Mac systems, including but not limited to software errors, network connectivity problems, and hardware malfunctions.
- Respond to escalated support tickets and service requests in a timely manner, adhering to defined SLAs (Service Level Agreements).
- Collaborate with other IT support teams and third-party vendors to troubleshoot and resolve issues that require specialized expertise or resources.
- Perform system administration tasks such as user account management, software installations, and system configurations for both Windows and Mac environments.
- Document all support activities, including troubleshooting steps, resolutions, and customer interactions, using the ticketing system or knowledge base tools.
- Develop and maintain technical documentation, guides, and FAQs to assist end-users with common issues and best practices.
- Conduct training sessions or workshops for end-users on Windows and Mac-related topics, including new software releases and system upgrades.
- Stay up-to-date with the latest trends and advancements in Windows and Mac technologies, attending relevant training sessions or certifications as needed.
- Proactively identify opportunities for process improvements and efficiency gains within the IT support team.
Requirements
Qualification:
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Minimum of 2 years of experience in a technical support role, with a focus on supporting both Windows and Mac operating systems.
- Strong knowledge of Windows desktop and as well as macOS platforms.
- Proficiency in troubleshooting common hardware and software issues on both Windows and Mac systems.
- Familiarity with remote support tools such as TeamViewer, Remote Desktop, or Bomgar.
- Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical end-users.
- Strong customer service orientation with a focus on delivering high-quality support and resolving issues in a timely manner.
- Ability to work independently with minimal supervision, as well as collaborate effectively within a team environment.
- Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Apple Certified Support Professional (ACSP) are a plus.
