Technical Support Engineer – Mac

Quantum World Technologies Inc.; Redwood City (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

Quantum World Technologies Inc. is seeking a Technical Support Engineer to deliver hands-on support for Mac/macOS and Windows environments. You will troubleshoot hardware and software issues, install and maintain laptops and peripherals, and provide remote and onsite assistance while maintaining clear ticket documentation.

The role emphasizes strong communication, problem-solving, and a customer-focused approach to resolving day-to-day IT issues in a fast-paced environment.

Qualifications

• 3+ years of experience in Technical Support / IT Support / Help Desk.
• Strong hands-on experience with Mac/macOS.
• Experience with Windows 10/11.
• Hardware and software troubleshooting.
• Basic networking and VPN troubleshooting.
• Experience with Active Directory or user account management is a plus.
• Experience with ServiceNow, Jira, or similar ticketing systems is preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Provide L1/L2 technical support to end users.
• Troubleshoot Mac/macOS and Windows hardware and software issues.
• Install, configure, and maintain laptops, desktops, applications, and peripherals.
• Troubleshoot network, VPN, printer, email, and connectivity issues.
• Support user accounts, passwords, and access-related issues.
• Provide remote and onsite technical assistance.
• Create and update tickets in ServiceNow, Jira, or similar ticketing tools.
• Escalate complex issues to the appropriate technical teams.
• Maintain documentation of common issues and resolutions.
• Provide excellent customer service and communicate effectively with users.

Skills

Technical support

Mac support

Windows support

VPN troubleshooting

Remote & on-site support

Ticketing systems

Communication

Tools

ServiceNow

Jira

Active Directory

Job description

We are looking for a Technical Support Engineer with hands‑on experience supporting Mac/macOS and Windows environments. The ideal candidate will provide technical support to end users, troubleshoot hardware and software issues, and resolve day‑to‑day IT problems.

Responsibilities

• Provide L1/L2 technical support to end users.
• Troubleshoot Mac/macOS and Windows hardware and software issues.
• Install, configure, and maintain laptops, desktops, applications, and peripherals.
• Troubleshoot network, VPN, printer, email, and connectivity issues.
• Support user accounts, passwords, and access‑related issues.
• Provide remote and onsite technical assistance.
• Create and update tickets in ServiceNow, Jira, or similar ticketing tools.
• Escalate complex issues to the appropriate technical teams.
• Maintain documentation of common issues and resolutions.
• Provide excellent customer service and communicate effectively with users.

Required Skills

• 3+ years of experience in Technical Support / IT Support / Help Desk.
• Strong hands‑on experience with Mac/macOS.
• Experience with Windows 10/11.
• Hardware and software troubleshooting.
• Basic networking and VPN troubleshooting.
• Experience with Active Directory or user account management is a plus.
• Experience with ServiceNow, Jira, or similar ticketing systems is preferred.
• Strong communication and problem‑solving skills.