Technical Support Engineer - Moloco

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

We are looking for an L1+ Support Engineer with a strong foundation in Windows, Mac, peripheral devices, and basic networking. The ideal candidate will be responsible for providing first-level technical support to end-users, diagnosing and resolving hardware and software issues, and maintaining system performance across Windows and Mac environments. This role requires a proactive approach to troubleshooting, a customer-centric mindset, and the ability to work well under pressure in a dynamic environment.

What you’ll do as the Technical Support Engineer:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

End-User Support: 

• Provide comprehensive first-line support for end-users with issues related to Windows and Mac operating systems, peripherals (printers, scanners, external storage), and basic networking issues.

Hardware and Software Troubleshooting: 

• Diagnose and resolve common issues related to Windows PCs, Mac devices (macOS), and connected peripherals (e.g., printers, monitors, keyboards, mice, docking stations). 
• Install, configure, and troubleshoot software applications, operating systems, and network connectivity issues on both platforms.
• Assist with basic networking issues such as connectivity problems, Wi-Fi issues, printer network configuration, and troubleshooting LAN/WAN issues. Familiarity with TCP/IP configuration is required.

User Account Management: 

• Assist in the setup and management of user accounts, Reset passwords, unlock accounts, and manage user access to network resources.

System Setup and Installation: 

• Assist with the installation, configuration, and setup of new devices (PCs, Macs, printers) and software applications, ensuring proper connectivity to the network and compliance with company policies.

Peripherals Management: 

• Set up, configure, and troubleshoot peripheral devices such as printers, scanners, and external storage devices. Provide support for ensuring proper hardware functionality across Windows and Mac environments.

Escalation Management: 

• Log and track support tickets, ensuring timely resolution and escalation of issues to L2/L3 support teams when required.

Documentation: 

• Maintain clear, accurate, and updated documentation of issues, solutions, and procedures in the ticketing system. Ensure user guides and FAQs are regularly updated.

Remote Support: 

• Provide remote assistance using remote desktop software for troubleshooting and resolution of end-user issues.

System Updates and Patches: 

• Ensure that all systems (Windows and Mac) are up to date with the latest security patches, system updates, and anti-virus definitions.

What you will bring to the team:

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
• 1-3 years of hands-on experience in technical support for both Windows and Mac operating systems. 
• Experience in peripherals management (printers, scanners, external devices) and troubleshooting.
• Familiarity with basic networking concepts (TCP/IP).
• Windows OS: Installation, configuration, troubleshooting.
• Mac OS (macOS): Installation, configuration, troubleshooting.
• Basic networking knowledge (e.g., configuring IP addresses, troubleshooting network connectivity).
• Knowledge of peripheral devices (printers, scanners, external storage).
• Experience with common IT support tools, such as ticketing systems (e.g., ServiceNow, Jira), remote support tools (e.g., TeamViewer, AnyDesk).
• Certifications (desired but not required):
• CompTIA A+ or equivalent.
• Apple Certified Support Professional (ACSP) or Apple Certified Macintosh Technician (ACMT).
• CompTIA Network+ (basic networking knowledge).

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.