Senior Tech Support - (Mac/Windows) Onsite

Job Description

Senior Technical Support Engineer, Mac & Windows Location: Virginia Beach, VA 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 Virginia's 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

• Bachelor's degree in Information Technology, Engineering, Computer Science, or a related field (or 4 years of equivalent experience).
• 10+ years' experience supporting operating systems (Windows and Macintosh), with significant depth in macOS/Apple ecosystem support.
• 5+ years of hands-on experience in technical support, IT infrastructure, networking, or AV systems support.
• Demonstrated experience administering an enterprise MDM solution.
• Strong analytical skills with demonstrated problem-solving ability.
• Experience in IT equipment lifecycle management.
• Excellent problem-solving and customer-facing skills.
• Strong, independent troubleshooting skills — able to research, test, and resolve unfamiliar macOS/device-management issues, exhausting documentation and reasonable troubleshooting before escalating to senior staff.
• Proven ability to operate in high-pressure situations, handling multiple competing priorities.
• Willing and able to work onsite Monday–Friday, 8:00 AM–5:00 PM, with after-hours support as needed.
• Willing to travel to other U.S. offices as required.
• Experience with Windows Servers (Backup, Print, File, etc.).
• Ability to develop clear, concise documentation.
• Ability to lift and transport IT equipment (40–50 lbs).

Required Technical Certifications/Qualifications:

• CompTIA A+ Certification
• CompTIA Net+ Certification
• Apple Certified Support Professional (ACSP) certification
• Jamf Certified Associate (or ability to obtain within a defined period of hire)
• Scripting experience (Python, Bash/zsh) and understanding of APIs
• Strong working knowledge of the macOS command line (Terminal) and automation scripting
• Apple Certified Technical Coordinator (ACTC)
• Microsoft AZ-800
• Cisco CCNA
• Experience with Microsoft Active Directory
• Experience with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Experience with Microsoft SharePoint
• Experience with Microsoft Autopilot
• Experience with Microsoft Intune
• PowerShell scripting
• Python coding
• Experience with Zscaler
• Experience with MECM for Windows patch management

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].