Senior Tech Support - (Mac/Windows) Onsite

Job Description

Senior Technical Support Engineer, Mac & Windows Location: Richardson, TX Schedule: Onsite Monday–Friday, 8:00 AM–5:00 PM Employment Type: Full-time Travel: Approximately 10% within the U.S.

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A large enterprise organization is seeking a Senior Technical Support Engineer to serve as the senior technical resource and onsite point of contact for its Richardson technology hub. This individual will provide hands-on Mac and Windows support while coaching junior technicians, managing complex escalations, supporting executives, and leading local technology projects.

The ideal candidate has 10+ years of enterprise IT support experience, deep macOS expertise, strong Windows knowledge, and the patience and communication skills to support a diverse user population of approximately 3,000–5,000 employees.

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• Coach and mentor a local team of 4–6 support technicians.

• Own complex escalations across macOS, Windows, hardware, software, AV, networking, and endpoint-related issues.

• Serve as the first point of contact for executive and high-priority technical support needs.

• Provide hands-on deskside support as needed while prioritizing escalations and team development over ticket volume.

• Support a roughly 50/50 Mac and Windows environment, with particular ownership of the macOS platform.

• Troubleshoot FileVault, application, hardware, authentication, VPN, and device-compliance issues.

• Partner with engineering teams, vendors, and regional support leads to resolve recurring problems and implement long-term solutions.

• Support office openings, technology rollouts, infrastructure upgrades, and other project-based initiatives, representing approximately 20–30% of the role.

• Create technical documentation, troubleshooting guides, and standard operating procedures.

• Provide occasional after-hours support and travel to other U.S. offices when coverage or project support is required.

Skills and Requirements

• 10+ years of experience supporting enterprise Mac and Windows environments.

• Advanced macOS and Apple hardware troubleshooting experience.

• Strong understanding of FileVault, endpoint security, device compliance, and the macOS command line.

• Experience supporting Windows endpoints and working knowledge of Windows server environments.

• Experience with MDM and endpoint-management tools, including Microsoft Intune and/or Jamf.

• Scripting or automation experience using Bash, zsh, Python, or PowerShell.

• Experience handling senior-level escalations and mentoring or coaching technical support staff.

• Strong executive support, customer service, de-escalation, and communication skills.

• Working knowledge of Active Directory, VPN, DHCP, DNS, TCP/IP, VLANs, AV systems, and VoIP.

• Ability to work onsite five days per week, travel approximately 10%, provide occasional after-hours support, and lift 40–50 pounds.

• Experience supporting large, geographically distributed enterprise environments.

• Experience leading office openings, infrastructure upgrades, or technology deployments.

• Knowledge of Microsoft Autopilot, MECM, Zscaler, SharePoint, and backup solutions.

• CompTIA A+, Network+, Apple Certified Support Professional, Jamf, CCNA, or relevant Microsoft certifications.

• Bachelor’s degree in information technology, computer science, engineering, or a related field, or equivalent professional experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].