Desktop Support Engineer

E2M Solutions works as a trusted white-label partner for digital agencies. We support agencies with consistent and reliable delivery through services such as website design, web development, eCommerce, SEO, AI SEO, PPC, AI automation, and content writing. Founded on strong business ethics, we are an equal opportunity organization powered by 300+ experienced professionals, partnering with 400+ digital agencies across the US, UK, Canada, Europe, and Australia. At E2M, we value ownership, consistency, and people who are committed to doing meaningful work and growing together.If you’re someone who dreams big and has the gumption to make them come true, E2M has a place for you. Position Overview We are looking for a skilled Desktop Support Engineer / System Administrator to manage, support, and secure our IT infrastructure. The ideal candidate should have strong hands-on experience working primarily with macOS, Windows, and Linux systems , expertise in network troubleshooting, firewalls, VPNs, email systems, endpoint management, and helpdesk ticketing systems with SLA adherence . This role requires a proactive individual who can independently resolve technical issues, provide reliable end-user support, and maintain IT security and operational best practices in a structured environment. Key Responsibilities Helpdesk & SLA Management Handle IT incidents and service requests through the Helpdesk / Ticketing System Log, prioritize, track, and resolve tickets according to defined SLA timelines Ensure timely communication, status updates, and resolution documentation Escalate complex issues when required and coordinate with internal teams Identify recurring issues and recommend long-term preventive solutions

Desktop & End-User Support Provide support for macOS, Windows, and Linux systems Troubleshoot hardware, OS, application, and performance-related issues Configure and maintain laptops, desktops, printers, and peripherals Perform employee onboarding and offboarding (devices, access, tools) Support remote users and hybrid work environments

System Migration & Backup (Primary Responsibility) Perform macOS Time Machine migrations for new or replacement devices Handle Windows to macOS and macOS to Windows migrations Perform manual data migrations , including: Email migration and configuration User data transfer (documents, profiles, settings) Installation and setup of all required software and tools System configuration as per company standards Ensure data integrity and minimal downtime during migration activities Provide post-migration validation and user support

Disaster Recovery & Backup Management Implement and manage backup and disaster recovery processes for endpoints Perform data restoration during system failures, device loss, or corruption Maintain backup documentation and recovery procedures

Network & Infrastructure Support Troubleshoot LAN/WAN, Wi-Fi, and internal network issues Perform network cabling, crimping, patch panel setup, and testing Diagnose DNS, DHCP, IP conflicts, latency, and routing issues Support office network expansions and new infrastructure setups

Firewall & Security Management Configure and manage FortiGate Firewall Firewall rules VPN configurations Security policies Manage endpoint protection using Bitdefender Follow and enforce IT security policies and best practices

VPN & Remote Access Configure and troubleshoot VPN connections Hands-on experience with NordVPN, ExpressVPN , or similar VPN solutions Ensure secure remote access for employees and external users

Email & Collaboration Tools Manage and support email services: Google Workspace IMAP EMail Services Configure and troubleshoot: Outlook Microsoft Teams Email clients, calendars, and permissions Resolve email delivery, sync, and access issues

Access & Password Management Manage credentials using LastPass Enforce MFA, password policies, and access control Assist users with secure authentication and credential recovery

System & Endpoint Management Manage endpoints using Zoho Endpoint Central Deploy software, OS updates, patches, and security policies Monitor endpoint health, compliance, and performance Maintain asset inventory and system documentation

Documentation & IT Processes Maintain SOPs, IT documentation, and asset records Document incidents, changes, and resolutions Coordinate with vendors and service providers when needed

Required Skills & Qualifications Strong hands-on experience with macOS, Windows, and Linux Experience managing FortiGate Firewall Endpoint management using Zoho Endpoint Central Endpoint security using Bitdefender Solid understanding of networking (TCP/IP, DNS, DHCP, VPN) Practical experience in network cabling and crimping Email platforms: Google Workspace & Infomaniak VPN tools: NordVPN, ExpressVPN Password manager: LastPass Experience working with Helpdesk / Ticketing Systems Strong understanding of SLA-based support models

Preferred Skills (Good to Have) Experience with ITSM tools (Zoho Desk, Freshdesk, Jira Service Desk, ServiceNow) Knowledge of ITIL processes (Incident, Problem, Change Management) IT certifications (CompTIA, CCNA, Fortinet, Microsoft – optional) Experience in a fast-growing or multi-office IT environment