Position Summary: The Systems Engineer will be responsible for providing comprehensive technical support and diagnostic services across a variety of devices and platforms including MacOS, Windows OS, iOS, and Android. This role involves device imaging, upgrades, user training, and proactive maintenance, while ensuring high availability and optimal performance of end-user systems. Key Responsibilities: Provide diagnostic services and troubleshooting for MacOS, Windows OS, iOS, and Android devices. Assist with Audio Visual (AV) support in conferencing rooms (preferred). Perform regular updates of virus definitions and conduct spyware scans. Update system and application drivers across supported devices. Run diagnostics on batteries and report on disk drive health. Perform imaging and re-imaging of laptops (Windows and Mac). Upgrade hardware components such as memory in laptops and smart devices. Deliver user training and orientation on devices and enterprise applications. Conduct proactive health checks and preventive maintenance for devices. Raise user awareness on new IT services, self-service tools, or changes to existing services. Educate users on available support channels (e.g., chat, ticketing system, self-help portals). Communicate planned service outages or maintenance windows effectively. Ensure all communication, both verbal and written, is conducted in both the primary and assigned secondary languages. Maintain accurate records of service requests, troubleshooting steps, and outcomes. Collaborate with other IT teams to resolve escalated technical issues. Preferred Skills and Qualifications: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field. Minimum of 2-4 years of experience in an IT support or systems engineering role. Strong understanding of Windows and macOS operating systems. Experience with mobile device support (iOS and Android). Knowledge of imaging tools and endpoint management systems. Familiarity with AV equipment and conference room support (preferred, not required). Strong communication skills and customer service orientation. Ability to explain technical concepts clearly to non-technical users. Multilingual capabilities preferred (as per customer requirements). Competencies: Technical troubleshooting and problem-solving User support and training Time management and multitasking Proactive maintenance and documentation Clear and professional communication
