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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** SLR Consulting Limited - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $80,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, IMac, BASIC (Programming Language), BitLocker Drive Encryption, Microsoft Outlook, Collaborative Software, Virtual Private Networks (VPN), Local Area Networks, Microsoft Office, System Center Configuration Manager, Azure Active Directory, Wi-Fi Technology, Microsoft InTune, Deployment Automation - **Published:** June 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5db3de0144838a66 ## About the Role Do you have experience in macOS?, * 2-4 years in desktop/deskside or Tier-2 support with proven L2 ticket ownership/resolution. * Strong hands-on experience with Windows 10/11, hardware break/fix, imaging, and IMAC processes. * Exposure to macOS. * Working knowledge of Microsoft Intune/Endpoint Manager (enrollment, profiles, compliance, app deployment) and familiarity with SCCM/ConfigMgr. * Experience supporting Azure AD/Microsoft Entra ID identities and Microsoft 365 apps (Teams/Outlook/Office). * Practical understanding of network basics (LAN/Wi-Fi/VPN) for endpoint troubleshooting. * Strong customer service, communication, and documentation skills; ability to work independently on site., * ITIL® 4 Foundation/Practitioner (Service Desk practice familiarity). * Microsoft certifications (e.g., MD-102/Modern Desktop, SC-900, or equivalent) and CompTIA A+/Network+. * Experience with Windows Autopilot, BitLocker, and Endpoint security integrations via Intune. Core Competencies * Advanced troubleshooting & root-cause analysis for endpoint issues in a multi-site environment. * Service mindset aligned to ITIL® 4 (restore service quickly, great communications, accurate records). * Asset discipline (receipt, tagging, inventory, disposal) and change/documentation hygiene. ## Description The Technical Support Specialist provides advanced, in-person and remote support for end-user devices and workplace technologies, resolving incidents escalated from Tier 1 and fulfilling service requests in line with ITIL 4 best practices. The role focuses on Windows 11 endpoints, Microsoft 365, Azure AD/Microsoft Entra ID, and device management via Microsoft Intune/Endpoint Manager, with hands-on responsibilities for hardware break/fix, imaging, IMAC (installs/moves/adds/changes), and conference room/meeting tech., Incident & Request Handling * Own and resolve L2 escalations for hardware, OS, application, and connectivity issues; document work and resolutions in the ITSM tool and escalate to L3/vendors when required. * Restore normal service as quickly as possible and manage service requests per Service Desk practice (incident/request). Endpoint & Device Management * Image, enroll, and manage Windows devices using Microsoft Intune * Handle app deployments, patching, compliance, and BitLocker. * Support Onboarding, device re-imaging, and lifecycle tasks * Maintain accurate device inventory and asset tags. Platform & Productivity * Troubleshoot Azure AD/Microsoft Entra ID sign-in, profiles, and access issues; perform password resets and basic account admin per policy. * Support Microsoft 365 apps (Outlook, Teams, OneDrive, Office desktop), collaboration tools, printing, and basic AV/meeting room setups. Deskside / Field Work * Perform hardware break/fix on laptops, desktops, docks, and peripherals; coordinate OEM warranty repairs. * Execute IMAC activities; manage asset recovery, tagging, and disposal following process. * Provide occasional smart-hands support for local network/room equipment under guidance from L3 teams. Knowledge, Quality & Continuous Improvement * Maintain accurate ticket updates and knowledgebase articles; contribute to SLAs/KPIs and continual improvement. * Apply ITIL® 4 service desk practice concepts (communication focus, user experience) in daily operations. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Smart, Connected, Unexpected: The Wild Side of IoT and AI](https://www.wearedevelopers.com/videos/1113-smart-connected-unexpected-the-wild-side-of-iot-and-ai) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Prototyping with Hardware and the Web](https://www.wearedevelopers.com/videos/651-prototyping-with-hardware-and-the-web) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Car's are Technology on Wheels - Impact of Software and IT Competence in Automotive](https://www.wearedevelopers.com/videos/780-car-s-are-technology-on-wheels-impact-of-software-and-it-competence-in-automotive) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Dev Digest 191: Malware interviews, EU ❤️ Open Source and Skilled Agents](https://www.wearedevelopers.com/magazine/645-dev-digest-191-malware-interviews-eu-open-source-and-skilled-agents) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finder Tips and Tricks: Upgrade Your Workflow on macOS](https://www.wearedevelopers.com/magazine/541-finder-tips-and-tricks-upgrade-your-workflow-on-macos)