Senior Tech Support - (Mac/Windows) Onsite

Required Skills & Experience

• 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

Nice to Have Skills & Experience

• 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

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.

═══════════════════════════════════════

POSITION OVERVIEW

═══════════════════════════════════════

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.

═══════════════════════════════════════

DAY TO DAY

═══════════════════════════════════════

• 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.