Macbook/Laptop Support Engineer

Role & responsibilities

• Provided technical support for MacBook, Windows, and Linux systems by diagnosing and resolving hardware, software, and network-related issues.
• Installed, configured, and upgraded operating systems, applications, and desktop software on macOS, Windows, and Linux devices.
• Troubleshot MacBook hardware issues, including display, keyboard, battery, storage, peripherals, and connectivity problems.
• Assisted end users with software installation, system configuration, and peripheral setup, including printers, scanners, and external devices.
• Delivered remote and onsite technical support using remote desktop tools, ensuring timely issue resolution.
• Diagnosed network connectivity issues involving Wi-Fi, DNS, DHCP, TCP/IP, VPN, and Internet access.
• Guided users through step-by-step troubleshooting procedures to resolve technical issues efficiently.
• Configured user accounts, email clients, Microsoft Office, and productivity applications.
• Installed and maintained antivirus software, security updates, and endpoint protection solutions.
• Logged incidents, service requests, and resolutions in the IT ticketing system while adhering to SLA requirements.
• Escalated unresolved technical issues to higher-level support teams with detailed troubleshooting documentation.
• Performed preventive maintenance, software updates, and health checks on laptops and desktop systems.
• Configured and supported office automation devices, including printers, scanners, and multifunction peripherals.
• Maintained inventory of laptops, accessories, and IT assets while ensuring accurate asset documentation.
• Followed up with users to verify successful issue resolution and improve customer satisfaction.
• Created and updated technical documentation, user guides, and knowledge base articles.
• Collaborated with network and infrastructure teams to resolve cross-functional technical issues.
• Supported onboarding and offboarding activities, including laptop provisioning, software installation, and account setup.