Frederick Fox

Talent Systems, LLC

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Tech Support LeadAbout the RoleThe Tech Support Lead is responsible for delivering high-quality, front-line IT support while engineering, securing, automating, and maintaining a global endpoint environment. This role combines hands-on technical support with endpoint engineering and systems administration, with a strong emphasis on reliability, security, standardization, automation, and employee technology experience.The organization operates primarily in a macOS environment, making deep Mac administration expertise essential, along with strong hands-on experience supporting Windows 11 environments.Based in a primary corporate office, the Tech Support Lead will provide support to local and remote employees while collaborating with IT teams and business stakeholders across multiple offices, countries, and time zones. The ideal candidate is equally comfortable troubleshooting an employee's immediate technical issue and developing long-term solutions that prevent recurring problems and improve the overall IT environment.Performance Objectives<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Technical Support: Provide responsive, high-quality technical support to local and remote employees, troubleshooting hardware, software, connectivity, authentication, and endpoint-related issues.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Endpoint Engineering: Own and continuously improve standardized macOS and Windows endpoint configurations, ensuring devices are reliable, secure, compliant, and easy to manage.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
MDM &amp; Device Management: Administer enterprise endpoint-management platforms, including device enrollment, configuration profiles, application deployment, compliance policies, security controls, and operating system updates.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Mac Administration: Manage and maintain corporate macOS environments, including Apple Business Manager integrations, Automated Device Enrollment, FileVault, software deployment, patching, and configuration management.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Windows Administration: Support Windows 11 endpoints, including Microsoft Entra ID, Windows Autopilot, MDM, BitLocker, Windows Update, application deployment, and endpoint security controls.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Automation: Develop Bash/shell and PowerShell scripts to automate provisioning, configuration, remediation, reporting, troubleshooting, and other recurring IT processes.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Application Management: Package, test, deploy, configure, update, and remove endpoint applications while maintaining appropriate security and compatibility standards.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Endpoint Security: Partner with Information Security and other IT stakeholders to implement endpoint hardening, security controls, vulnerability remediation, and compliance requirements.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Device Lifecycle Management: Manage the complete workstation lifecycle, from procurement and enrollment through deployment, repair, reassignment, recovery, secure wiping, and retirement.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Asset Management: Maintain accurate hardware and software inventories and assist with lifecycle planning, forecasting, replacement schedules, and spare-device management.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Onboarding &amp; Offboarding: Coordinate employee technology onboarding and offboarding activities, including equipment provisioning, account support, device recovery, and secure data handling.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Global IT Collaboration: Work closely with regional and international IT teams to establish global endpoint standards, document approved exceptions, and coordinate technology changes.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Remote Support: Provide effective technical support to remote employees across multiple time zones while establishing clear escalation, communication, and handoff procedures.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Equipment Logistics: Coordinate domestic and international equipment shipments, warranty services, replacements, recoveries, and regional hardware requirements.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Documentation: Maintain accurate technical documentation, support procedures, configuration standards, troubleshooting guides, and end-user knowledge articles.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Root-Cause Resolution: Identify recurring technical issues and implement permanent solutions rather than relying solely on repeated manual troubleshooting.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Self-Service &amp; Zero-Touch IT: Develop self-service, zero-touch provisioning, automated onboarding, and self-healing capabilities where practical.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Technology Projects: Participate in endpoint projects, operating system upgrades, security initiatives, application deployments, technology evaluations, and other IT improvement initiatives.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
After-Hours Support: Occasionally participate in meetings or coordinated technology changes outside normal business hours when reasonably necessary to support global initiatives.</li>
</ul>Skills &amp; Experience<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">5+ years of professional experience in desktop engineering, endpoint administration, systems administration, or advanced technical support.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Strong hands-on macOS administration and troubleshooting experience in a managed corporate environment.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Strong Windows 11 administration and troubleshooting experience.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Hands-on experience with enterprise MDM or endpoint-management platforms.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience with Apple Business Manager and Automated Device Enrollment.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Working knowledge of Microsoft Entra ID and Windows Autopilot.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience administering FileVault and BitLocker.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Proficiency with Bash/shell scripting and working proficiency with PowerShell.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Strong understanding of endpoint security, patch management, identity and access management, least privilege, SSO, MFA, certificates, and device compliance.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Strong hardware and peripheral troubleshooting capabilities.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience with ticketing systems and structured incident and service request management.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Excellent written and verbal communication skills.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Demonstrated ability to support remote employees and collaborate with colleagues across different countries, cultures, and time zones.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Strong organizational skills with excellent documentation, ownership, and follow-through.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Customer-service mindset combined with an engineering approach to solving recurring technical problems.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Ability to prioritize multiple requests and balance immediate support needs with longer-term engineering initiatives.</li>
</ul>Preferred Qualifications<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience supporting a global, distributed, or multi-office organization.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience managing a predominantly Mac-based enterprise environment.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience with Jamf, Kandji, Microsoft Intune, or comparable endpoint-management platforms.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience with Google Workspace or comparable cloud-based identity and productivity platforms.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience working with REST APIs and JSON for IT system integrations and automation.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Familiarity with endpoint detection and response (EDR), vulnerability management, asset management, and identity management platforms.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience developing zero-touch provisioning and automated onboarding/offboarding workflows.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Relevant Apple, Microsoft, cybersecurity, systems administration, or endpoint-management certifications.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">Experience with AI-powered IT support, automation, or productivity tools is a plus.</li>
</ul><h1 style="line-height:1.2;margin:0px;"> </h1>

Tech Support Lead

About the Role

The Tech Support Lead is responsible for delivering high-quality,
front-line IT support while engineering, securing, automating,
and maintaining a global endpoint environment. This role combines
hands-on technical support with endpoint engineering and systems
administration, with a strong emphasis on reliability, security,
standardization, automation, and employee technology experience.

The organization operates primarily in a macOS environment,
making deep Mac administration expertise essential, along with
strong hands-on experience supporting Windows 11 environments.

Based in a primary corporate office, the Tech Support Lead will
provide support to local and remote employees while collaborating
with IT teams and business stakeholders across multiple offices,
countries, and time zones. The ideal candidate is equally
comfortable troubleshooting an employee's immediate technical
issue and developing long-term solutions that prevent recurring
problems and improve the overall IT environment.

Performance Objectives

* Technical Support: Provide responsive, high-quality technical
support to local and remote employees, troubleshooting hardware,
software, connectivity, authentication, and endpoint-related
issues.
* Endpoint Engineering: Own and continuously improve standardized
macOS and Windows endpoint configurations, ensuring devices are
reliable, secure, compliant, and easy to manage.
* MDM & Device Management: Administer enterprise
endpoint-management platforms, including device enrollment,
configuration profiles, application deployment, compliance
policies, security controls, and operating system updates.
* Mac Administration: Manage and maintain corporate macOS
environments, including Apple Business Manager integrations,
Automated Device Enrollment, FileVault, software deployment,
patching, and configuration management.
* Windows Administration: Support Windows 11 endpoints, including
Microsoft Entra ID, Windows Autopilot, MDM, BitLocker, Windows
Update, application deployment, and endpoint security controls.
* Automation: Develop Bash/shell and PowerShell scripts to
automate provisioning, configuration, remediation, reporting,
troubleshooting, and other recurring IT processes.
* Application Management: Package, test, deploy, configure,
update, and remove endpoint applications while maintaining
appropriate security and compatibility standards.
* Endpoint Security: Partner with Information Security and other
IT stakeholders to implement endpoint hardening, security
controls, vulnerability remediation, and compliance requirements.
* Device Lifecycle Management: Manage the complete workstation
lifecycle, from procurement and enrollment through deployment,
repair, reassignment, recovery, secure wiping, and retirement.
* Asset Management: Maintain accurate hardware and software
inventories and assist with lifecycle planning, forecasting,
replacement schedules, and spare-device management.
* Onboarding & Offboarding: Coordinate employee technology
onboarding and offboarding activities, including equipment
provisioning, account support, device recovery, and secure data
handling.
* Global IT Collaboration: Work closely with regional and
international IT teams to establish global endpoint standards,
document approved exceptions, and coordinate technology changes.
* Remote Support: Provide effective technical support to remote
employees across multiple time zones while establishing clear
escalation, communication, and handoff procedures.
* Equipment Logistics: Coordinate domestic and international
equipment shipments, warranty services, replacements, recoveries,
and regional hardware requirements.
* Documentation: Maintain accurate technical documentation,
support procedures, configuration standards, troubleshooting
guides, and end-user knowledge articles.
* Root-Cause Resolution: Identify recurring technical issues and
implement permanent solutions rather than relying solely on
repeated manual troubleshooting.
* Self-Service & Zero-Touch IT: Develop self-service, zero-touch
provisioning, automated onboarding, and self-healing capabilities
where practical.
* Technology Projects: Participate in endpoint projects,
operating system upgrades, security initiatives, application
deployments, technology evaluations, and other IT improvement
initiatives.
* After-Hours Support: Occasionally participate in meetings or
coordinated technology changes outside normal business hours when
reasonably necessary to support global initiatives.
Skills & Experience

* 5+ years of professional experience in desktop engineering,
endpoint administration, systems administration, or advanced
technical support.
* Strong hands-on macOS administration and troubleshooting
experience in a managed corporate environment.
* Strong Windows 11 administration and troubleshooting
experience.
* Hands-on experience with enterprise MDM or endpoint-management
platforms.
* Experience with Apple Business Manager and Automated Device
Enrollment.
* Working knowledge of Microsoft Entra ID and Windows Autopilot.
* Experience administering FileVault and BitLocker.
* Proficiency with Bash/shell scripting and working proficiency
with PowerShell.
* Strong understanding of endpoint security, patch management,
identity and access management, least privilege, SSO, MFA,
certificates, and device compliance.
* Strong hardware and peripheral troubleshooting capabilities.
* Experience with ticketing systems and structured incident and
service request management.
* Excellent written and verbal communication skills.
* Demonstrated ability to support remote employees and
collaborate with colleagues across different countries, cultures,
and time zones.
* Strong organizational skills with excellent documentation,
ownership, and follow-through.
* Customer-service mindset combined with an engineering approach
to solving recurring technical problems.
* Ability to prioritize multiple requests and balance immediate
support needs with longer-term engineering initiatives.
Preferred Qualifications

* Experience supporting a global, distributed, or multi-office
organization.
* Experience managing a predominantly Mac-based enterprise
environment.
* Experience with Jamf, Kandji, Microsoft Intune, or comparable
endpoint-management platforms.
* Experience with Google Workspace or comparable cloud-based
identity and productivity platforms.
* Experience working with REST APIs and JSON for IT system
integrations and automation.
* Familiarity with endpoint detection and response (EDR),
vulnerability management, asset management, and identity
management platforms.
* Experience developing zero-touch provisioning and automated
onboarding/offboarding workflows.
* Relevant Apple, Microsoft, cybersecurity, systems
administration, or endpoint-management certifications.
* Experience with AI-powered IT support, automation, or
productivity tools is a plus.

Tech Support Lead - US (Temp to Perm)

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