Field Support Engineer

Responsibilities

• Provide basic troubleshooting for macOS, Mac hardware, peripherals, and common software issues.
• Serve as the first point of contact for IT support requests submitted via JIRA Service Management; respond to and resolve Tier 1 support tickets or escalate as needed
• Job Description/Responsibilities:
• Serve as the first point of contact for IT support requests submitted via JIRA Service Management; respond to and resolve Tier 1 support tickets or escalate as needed.
• Provide basic troubleshooting for macOS, Mac hardware, peripherals, and common software issues.
• Provision and configure laptops using Kandji (MDM); handle device shipping and asset updates.
• Manage user and application access in Okta (account setup, deactivation, MFA, permissions).
• Support Google Workspace (Gmail, Drive, Calendar) and collaboration tools including Slack and Zoom.
• Escalate issues appropriately and follow documented IT processes.