| Location | Atlanta, GEORGIA (Remote) |
Escalated Support Technician – Endpoint Engineering
Location: Remote
Job Overview
We are seeking a highly skilled Escalated Support Technician to join an Endpoint Engineering team supporting both Windows and macOS environments. This role serves as the primary point of contact for escalated endpoint issues, working directly with end users and engineering teams to troubleshoot complex technical problems, create knowledge documentation, and drive issue resolution. The ideal candidate will have extensive endpoint support experience, strong root cause analysis skills, and the ability to translate complex technical concepts into user-friendly solutions.
Key Responsibilities
Provide advanced support for Windows and macOS devices, serving as the first point of contact for escalated endpoint issues.
Schedule and conduct remote troubleshooting sessions with end users to diagnose and resolve technical problems.
Perform root cause analysis and independently resolve complex hardware, software, and operating system issues.
Collect and analyze logs, error details, and system diagnostics to support issue resolution and escalations.
Partner with Windows and Mac Engineering teams to investigate and resolve recurring or large-scale technical issues.
Create and maintain clear, effective knowledge base articles and technical documentation.
Manage and update problem tickets impacting multiple users and ensure thorough documentation within the ticketing system.
Collaborate with Microsoft Support and Apple Enterprise Support when necessary to resolve issues.
Qualifications
7+ years of technical support, endpoint support, desktop support, or related experience.
Strong expertise supporting both macOS and Windows environments.
Advanced troubleshooting and diagnostic skills across hardware, software, and operating systems.
Experience using ticketing systems to track and manage incidents through resolution.
Strong analytical, critical-thinking, and problem-solving abilities.
Excellent verbal and written communication skills with the ability to support users at all organizational levels.
Customer-focused mindset with professionalism, empathy, and strong service skills.
Ability to quickly learn new technologies, tools, and support processes.
Preferred Qualifications
Experience creating polished knowledge base articles and technical support documentation.
Familiarity with enterprise endpoint engineering and large-scale support environments.
Experience managing problem tickets and identifying opportunities to improve support processes.
Background working directly with Microsoft Support and Apple Enterprise Support teams.