IT Associate

The Windows and Mac Support Specialist is responsible for providing end-to-end technical support for users across both Windows and macOS environments, while ensuring the stability and security of IT infrastructure. This role involves managing and troubleshooting user devices, monitoring firewall and network activity, maintaining endpoint security, and administering IT management portals such as Intune, Jamf, and antivirus dashboards.

The ideal candidate will possess a strong mix of technical expertise and problem-solving skills, with hands-on experience in system administration, network monitoring, and device management. Working closely with the IT operations and security teams, the specialist ensures smooth day-to-day operations, rapid incident response, and consistent compliance with organizational security standards.

Key Responsibilities

End-User Support

• Provide day-to-day technical support for Windows and macOS devices, including installation, configuration, patching, and troubleshooting.
• Manage user access, profiles, and group policies through Active Directory and Microsoft Entra ID (Azure AD).
• Support Office 365, Teams, VPN, and other productivity applications.
• Troubleshoot hardware issues (laptops, peripherals, and network devices).

Firewall and Network Monitoring

• Monitor and manage firewall alerts, logs, and traffic reports (FortiGate, Sophos, Palo Alto).
• Coordinate with the network/security team to ensure continuous connectivity, VPN uptime, and threat protection.
• Respond to firewall incidents, identify anomalies, and assist in policy updates.
• Maintain documentation of network configurations and security settings.

System Administration & IT Portals

• Monitor and maintain IT management portals such as:
• Endpoint management (Intune, Jamf, or similar MDM)
• Antivirus / EDR dashboards (Sophos, etc.)
• Backup, asset tracking, and helpdesk systems
• Manage user onboarding/offboarding processes (device setup, account provisioning, and access revocation).
• Assist in patch management and compliance tracking for all endpoints.

Monitoring & Incident Response

• Proactively monitor system health and alerts through centralized monitoring tools.
• Respond to IT incidents, escalate critical issues, and support root cause analysis.
• Maintain a log of service requests, resolutions, and incidents using ticketing tools (e.g., ServiceDesk).

Qualification:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 10+ 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.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Management may modify or revise the job description at any time.

Candidate should be flexible to work in shifts.