OnGrid - IT Support Engineer - Windows & Mac OS

About the Role :

We are looking for an experienced IT Support Specialist to manage, maintain, and optimize our IT infrastructure.

The role includes providing hands-on technical support, ensuring smooth IT operations, troubleshooting issues, and collaborating closely with cross-functional teams.

The ideal candidate must have strong diagnostic abilities, excellent communication, and the capability to work independently in a fast-paced environment.

Objectives of the Role :

- Maintain and manage core IT operations including OS administration, security tools, enterprise applications, servers, email systems, and endpoint devices.

- Drive business-critical IT tasks, upgrades, and continuous system improvements.

- Enhance organizational productivity through optimized IT processes and robust technical support.

- Research, evaluate, and recommend emerging technologies, tools, and hardware.

- Function as the SME for Windows, Mac OS, Microsoft Office applications, Google Workspace, Adobe Suite, and related enterprise software.

Key Responsibilities :

Technical Support & Device Management :

- Install, configure, and support workstations, laptops, printers, VoIP devices, and enterprise software.

- Provide Level 1 & Level 2 support for hardware, software, and network issues.

- Troubleshoot OS-level problems across Windows and Mac environments.

Systems & Network Administration :

- Execute IT systems and network tasks including design, documentation, implementation, testing, and administration.

- Monitor system performance and ensure high availability and security.

- Identify vulnerabilities and propose improvements for efficiency and risk mitigation.

IT Infrastructure & Upgrades :

- Implement software and application updates, patches, and version upgrades.

- Conduct root-cause analysis for performance issues and deploy solutions.

- Maintain accurate IT asset inventory and license tracking.

Employee Enablement & Training :

- Train employees on hardware/software usage, collaboration tools, and IT best practices.

- Create documentation for common issues, workflows, and troubleshooting guides.

- Provide proactive support to ensure smooth daily operations.

Required Skills & Qualifications :

- 2- 5 years of relevant experience in IT Support / IT Operations / Desktop Support.

- Hands-on expertise in Windows & Mac OS, laptop/desktop troubleshooting, and device configuration.

- Strong knowledge of MS Office 365, Google Workspace, Adobe tools, and common enterprise software.

- Basic understanding of LAN/WAN, VPN, routers, firewalls, and network troubleshooting.

- Excellent problem-solving, communication, and customer-handling skills.

- Ability to work in a dynamic, fast-paced environment.

Preferred Skills (Good to Have) :

- Experience with ticketing systems, ITSM tools, or endpoint management platforms.

- Exposure to cloud services (Azure / AWS / Google Cloud).

- Certifications like CompTIA A+, Network+, Security+, MCP, or equivalent