Managed IT Services Helpdesk Technician (Windows & Mac)

About Us We are an expanding Managed Service Provider (MSP) and cybersecurity ecosystem supporting multiple interconnected brands, including Praesto Network, Praesto Pro, and Guarded Cyber. We deliver high-tier infrastructure management, technical consulting, and robust security solutions to our clients. We are seeking a versatile, customer-focused Helpdesk Technician to provide remote technical support, handle system troubleshooting, and maintain endpoint health across diverse client environments. Key Responsibilities - Tier 1/2 Support: Acknowledge, prioritize, and resolve incoming helpdesk tickets regarding hardware, software, and network issues. - Cross-Platform Management: Provide comprehensive troubleshooting and configuration support for both Windows and macOS endpoints. - User Lifecycle Management: Handle user onboarding/offboarding, including provisioning mailboxes, setting up permissions, and configuring software licenses. - Endpoint & Security Compliance: Assist in monitoring device health, deploying software updates, and ensuring antivirus/EDR agents are functional and compliant with security policies. - Network & Peripherals: Basic troubleshooting of local network connectivity, VPN access, and office peripherals (printers, docking stations). Required Skills & Qualifications - Experience: 2+ years of experience in a Helpdesk, Desktop Support, or IT Technician role (MSP experience is a major plus). - OS Expertise: Proficient administration skills in Windows 10/11 and recent macOS versions. - Cloud Infrastructure: Familiarity with Microsoft 365 Admin Center, Azure AD / Entra ID, and Google Workspace environments. - Problem Solving: Strong diagnostic skills with a systematic approach to identifying root causes under time-sensitive constraints. - Communication: Exceptional English verbal and written communication skills, with a track record of translating complex technical issues into clear instructions for non-technical users.