Level 2 Mac Support Engineer - San Mateo & Emeryville, CA

Introduction

At Slipstream IT we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.

Slipstream’s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Responsibilities

• Onsite Mac Support Engineer supporting executives as well as other end-users ranging from Tier 1 - 2 type issues.
• In depth knowledge of Microsoft O365 applications and other productivity applications.
• Mitigation and handling of system viruses, malware, spyware & Adware and escalation when appropriate.
• Troubleshooting and replacement of hardware component and systems.
• System imaging software experience and ability to learn new in-house method.
• Processing new hires, employee changes and separations including equipment setup and updates.
• Good understanding of Windows Desktop OS support tasks (7 – Win 10) and ability to setup brand new systems.
• Knowledge of AD account management and network connectivity requirements.
• Able to trace phone and network patch cables to wall jacks with the aid of network testing devices.
• Proactively monitors and identifies trends and behaviors in systems support and address the findings or escalate to other IT team resources.
• Support of audio/visual systems (TVs & projectors), and video teleconference systems (VTC).
• Able to follow other specific troubleshooting steps and continuously update and create additional Knowledge Articles.
• Experience in resolving email, network, and printer related issues and requests.
• Contributing to timely and accurate communications with other parts of the organization regarding IT projects, timelines, and compliance.
  
  

Required Skills

• 3-5 years of Onsite Desktop Support experience.
• Strong Mac OS.
• Executive Support experience.
• Jamf, Okta, & Intune experience.
• Several years of IOS, Apple Smartphone, remote support tools experience.
• Windows 10 experience.
• O365 and Azure Active Directory experience.
• ServiceNow experience.
• New hire onboarding, laptop imaging, and over-all process experience.
  
  

Desired Attributes And Experience

• Customer service mentality.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Solid understanding of computers, networks and software.
• Experience using MS Office applications: Word, Excel, Outlook.
• High attention to detail.
• White Glove Service experience.
• Previous experience with ServiceNow or other ticketing system.
• Ability and willingness to work in a high-pressure environment.
• Ability and willingness to work in a collaborative team environment.
• Ability to display and demonstrate ownership and accountability of assigned tasks.
• Ability and willingness to quickly learn new technology and software.
• Ability to lift 50 lbs.
  
  

Travel & Schedule Requirements

• Ability to travel between two sites: Primarily out of San Mateo, CA office travelling to Emeryville, CA office as needed.
• Schedule will be flexible from San Mateo to Emeryville.
• Monday-Friday 9am-5pm PST
• Flexibility to accommodate after hours as needed
• May need to travel internationally to support executives.
  
  

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary Range: $100,000-$105,000
  
  

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.