Technical Support Engineer- Moloco

When it comes to IT solution providers there are a lot of choices. But when it comes to providers with innovative and differentiating endtoend service offerings theres really only one: Zones First Choice for IT.TM

Zones is a Global Solution Provider of endtoend IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need they can Consider IT Done. Follow Zones LLC on Twitter @Zones and LinkedIn and Facebook.

Position Overview:

We are looking for a Level I Technical Support Engineer with a strong foundation in Windows Mac peripheral devices and basic networking. The ideal candidate will be responsible for providing firstlevel technical support to endusers diagnosing and resolving hardware and software issues and maintaining system performance across Windows and Mac environments. This role requires a proactive approach to troubleshooting a customercentric mindset and the ability to work well under pressure in a dynamic environment.

What youll do as the Level I Technical Support Engineer:

The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EndUser Support:

• Provide comprehensive firstline support for endusers with issues related to Windows and Mac operating systems peripherals (printers scanners external storage) and basic networking issues.

Hardware and Software Troubleshooting:

• Diagnose and resolve common issues related to Windows PCs Mac devices (macOS) and connected peripherals (e.g. printers monitors keyboards mice docking stations).
• Install configure and troubleshoot software applications operating systems and network connectivity issues on both platforms.
• Assist with basic networking issues such as connectivity problems WiFi issues printer network configuration and troubleshooting LAN/WAN issues. Familiarity with TCP/IP configuration is required.

User Account Management:

• Assist in the setup and management of user accounts Reset passwords unlock accounts and manage user access to network resources.

System Setup and Installation:

• Assist with the installation configuration and setup of new devices (PCs Macs printers) and software applications ensuring proper connectivity to the network and compliance with company policies.

Peripherals Management:

• Set up configure and troubleshoot peripheral devices such as printers scanners and external storage devices. Provide support for ensuring proper hardware functionality across Windows and Mac environments.

Escalation Management:

• Log and track support tickets ensuring timely resolution and escalation of issues to L2/L3 support teams when required.

Documentation:

• Maintain clear accurate and updated documentation of issues solutions and procedures in the ticketing system. Ensure user guides and FAQs are regularly updated.

Remote Support:

• Provide remote assistance using remote desktop software for troubleshooting and resolution of enduser issues.

System Updates and Patches:

• Ensure that all systems (Windows and Mac) are up to date with the latest security patches system updates and antivirus definitions.

What you will bring to the team:

• Bachelors degree in computer science Information Technology or a related field (or equivalent work experience).
• 13 years of handson experience in technical support for both Windows and Mac operating systems.
• Experience in peripherals management (printers scanners external devices) and troubleshooting.
• Familiarity with basic networking concepts (TCP/IP).
• Windows OS: Installation configuration troubleshooting.
• Mac OS (macOS): Installation configuration troubleshooting.
• Basic networking knowledge (e.g. configuring IP addresses troubleshooting network connectivity).
• Knowledge of peripheral devices (printers scanners external storage).
• Experience with common IT support tools such as ticketing systems (e.g. ServiceNow Jira) remote support tools (e.g. TeamViewer AnyDesk.
• Certifications (desired but not required):
• CompTIA A or equivalent.
• Apple Certified Support Professional (ACSP) or Apple Certified Macintosh Technician (ACMT).
• CompTIA Network (basic networking knowledge).

Zones offers a comprehensive Benefits package.

While were committed to providing toptier solutions we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones work is more than a job its an exciting careers immersed in an inventive collaborative culture. If youre interested in working on the cutting edge of IT innovation sales engineering operations administration and more Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin veteran status or on the basis of disability.