Macbook/Laptop Support Engineer

TO THE NEW; Sector 10; On-site; INR 300,000 - 420,000; Full time

Job summary

TO THE NEW is seeking an IT Support Specialist to provide technical assistance across Mac, Windows, and Linux platforms. You will diagnose hardware, software, and network issues, install and upgrade operating systems and desktop applications, and assist users with configuration and peripherals both remotely and onsite.

You will maintain security with antivirus tools, manage tickets to SLA, document solutions, and collaborate with networks teams to resolve cross-system problems while supporting

Responsibilities

• Provided technical support for MacBook, Windows, and Linux systems by diagnosing hardware, software, and network issues.
• Installed, configured, and upgraded OSes, applications, and desktop software on macOS, Windows, and Linux devices.
• Troubleshot MacBook hardware issues (display, keyboard, battery, storage, peripherals, connectivity).
• Assisted end users with software installation, configuration, and peripheral setup (printers, scanners, external devices).
• Delivered remote and onsite technical support using remote desktop tools.
• Diagnosed network connectivity issues (Wi‑Fi, DNS, DHCP, TCP/IP, VPN, Internet).
• Guided users through step-by-step troubleshooting to resolve issues.
• Configured user accounts, email clients, Microsoft Office, and productivity apps.
• Installed and maintained antivirus software, security updates, and endpoint protection.
• Logged incidents, service requests, and resolutions in the IT ticketing system per SLA.
• Escalated unresolved issues to higher-level support with detailed documentation.
• Performed preventive maintenance, software updates, and health checks on laptops and desktops.
• Configured and supported office automation devices (printers, scanners, multifunction peripherals).
• Maintained inventory of laptops, accessories, and IT assets with accurate asset documentation.
• Followed up with users to verify issue resolution and improve satisfaction.
• Created and updated technical documentation, user guides, and knowledge base articles.
• Collaborated with network and infrastructure teams to resolve cross-functional issues.
• Supported onboarding and offboarding activities, including laptop provisioning and account setup.

Job description

Role & responsibilities

• Provided technical support for MacBook, Windows, and Linux systems by diagnosing and resolving hardware, software, and network-related issues.
• Installed, configured, and upgraded operating systems, applications, and desktop software on macOS, Windows, and Linux devices.
• Troubleshot MacBook hardware issues, including display, keyboard, battery, storage, peripherals, and connectivity problems.
• Assisted end users with software installation, system configuration, and peripheral setup, including printers, scanners, and external devices.
• Delivered remote and onsite technical support using remote desktop tools, ensuring timely issue resolution.
• Diagnosed network connectivity issues involving Wi‑Fi, DNS, DHCP, TCP/IP, VPN, and Internet access.
• Guided users through step‑by‑step troubleshooting procedures to resolve technical issues efficiently.
• Configured user accounts, email clients, Microsoft Office, and productivity applications.
• Installed and maintained antivirus software, security updates, and endpoint protection solutions.
• Logged incidents, service requests, and resolutions in the IT ticketing system while adhering to SLA requirements.
• Escalated unresolved technical issues to higher‑level support teams with detailed troubleshooting documentation.
• Performed preventive maintenance, software updates, and health checks on laptops and desktop systems.
• Configured and supported office automation devices, including printers, scanners, and multifunction peripherals.
• Maintained inventory of laptops, accessories, and IT assets while ensuring accurate asset documentation.
• Followed up with users to verify successful issue resolution and improve customer satisfaction.
• Created and updated technical documentation, user guides, and knowledge base articles.
• Collaborated with network and infrastructure teams to resolve cross‑functional technical issues.
• Supported onboarding and offboarding activities, including laptop provisioning, software installation, and account setup.