Desktop Support Engineer

Feuji - New York, NY

Full-time - Entry Level

New York, NY

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer at Feuji Inc is responsible for providing high-quality technical support to Mac and PC users, ensuring timely responses and resolutions to requests and incidents. This customer-facing role requires strong interpersonal skills to maintain good relationships with users, particularly senior executives. The engineer will troubleshoot complex hardware and software issues, support various client applications, and lead root cause analysis while adapting to changing business needs in a dynamic environment.

Responsibilities

• Troubleshoot, diagnose, and resolve complex Mac/PC hardware and software issues with a primary focus on security.
• Responsible for enterprise Mac/PC client hardware/software standards and strategy.
• Support client OS, application, mobile, virus, and hardware issues for users.
• Lead and assist with root cause analysis related to Mac/PC computers and peripheral devices, and open tickets for end users.
• Interact with IT vendors and management to ensure solutions are provided for all escalating tickets.
• Independently resolve complex break/fix issues in person or via telephone.
• Provide White Glove technical support to onsite and remote C-Level Executives, including setting up AV Conference Room Calls.
• Write, maintain, and implement systems documentation for project/incident responses and recurring issues.
• Work on projects including Laptop Refresh, Asset Cleanup, OS Laptop Upgrade, and End User Desk Location Moves.

Requirements

• Experience in troubleshooting and resolving Mac/PC hardware and software issues.
• Strong understanding of security protocols for Mac/PC devices.
• Ability to provide high-level technical support to C-Level Executives.
• Experience with G-Suite, JAMF, BigFix, Cisco WebEx, Jabber, and Active Directory.
• Familiarity with Heat Ticketing System (Ivanti) and enterprise client hardware/software standards.

Nice-to-haves

• Creative problem-solving skills to drive ideas to the team.
• Ability to adapt to changing business needs and priorities.

Benefits

• Opportunity to work in a dynamic and innovative environment.
• Exposure to senior executives and high-level technical challenges.