Senior Tech Support - (Mac/Windows) Onsite

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 Richardson 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., * 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.

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., * 10+ years of experience supporting enterprise Mac and Windows environments.

• Advanced macOS and Apple hardware troubleshooting experience.
• Strong understanding of FileVault, endpoint security, device compliance, and the macOS command line.
• Experience supporting Windows endpoints and working knowledge of Windows server environments.
• Experience with MDM and endpoint-management tools, including Microsoft Intune and/or Jamf.
• Scripting or automation experience using Bash, zsh, Python, or PowerShell.
• Experience handling senior-level escalations and mentoring or coaching technical support staff.
• Strong executive support, customer service, de-escalation, and communication skills.
• Working knowledge of Active Directory, VPN, DHCP, DNS, TCP/IP, VLANs, AV systems, and VoIP.
• Ability to work onsite five days per week, travel approximately 10%, provide occasional after-hours support, and lift 40-50 pounds.
• Experience supporting large, geographically distributed enterprise environments.
• Experience leading office openings, infrastructure upgrades, or technology deployments.
• Knowledge of Microsoft Autopilot, MECM, Zscaler, SharePoint, and backup solutions.
• CompTIA A+, Network+, Apple Certified Support Professional, Jamf, CCNA, or relevant Microsoft certifications.
• Bachelor’s degree in information technology, computer science, engineering, or a related field, or equivalent professional experience.