System Administrator @ SKANDHA Consulting

Job Description

Description We are seeking a skilled and experienced Windows and Mac L1/L2 Support Specialist to join our IT support team. The ideal candidate will have a strong background in providing technical assistance and support for both Windows and Mac operating systems. This role requires excellent troubleshooting skills, a customer-centric approach, and the ability to work independently as well as part of a team. The L1/L2 Support Specialist will be responsible for resolving escalated technical issues related to Windows and Mac systems, ensuring the smooth operation of IT services, and providing exceptional customer service to end-users. Roles and Responsibilities: Provide technical support for Windows and Mac operating systems, software applications, and hardware peripherals. Diagnose and resolve complex technical issues related to Windows and Mac systems, including but not limited to software errors, network connectivity problems, and hardware malfunctions. Respond to escalated. support tickets and service requests in a timely manner, adhering to defined SLAs (Service Level Agreements). Collaborate with other IT support teams and third-party vendors to troubleshoot and resolve issues that require specialized expertise or resources. Perform system administration tasks such as user account management, software installations, and system configurations for both Windows and Mac environments. Document all support activities, including troubleshooting steps, resolutions, and customer interactions, using the ticketing system or knowledge base tools. Develop and maintain technical documentation, guides, and FAQs to assist end-users with common issues and best practices. Conduct training sessions or workshops for end-users on Windows and Mac-related topics, including new software releases and system upgrades. Stay up-to-date with the latest trends and advancements in Windows and Mac technologies, attending relevant training sessions or certifications as needed. Proactively identify opportunities for process improvements and efficiency gains within the IT support team. Requirements Qualification: Bachelors degree in Computer Science, Information Technology, or related field preferred. Minimum of 2 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. Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Apple Certified Support Professional (ACSP) are a plus

Employement Category:

Employement Type: Full time
Industry: IT
Role Category: IT Services & Consulting
Functional Area: Not Applicable
Role/Responsibilies: System Administrator

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Keyskills:   technical assistance troubleshooting skills customer service system administration technical documentation Windows operating systems Mac operating systems user account management software installations training sessions process improvements