Saama Technologies Inc is seeking a versatile technical support professional to join our IT team. In this role, you will provide comprehensive technical and helpdesk support for employees, focusing on endpoint preparation, device maintenance, executive support, and user lifecycle management. You will serve as a primary point of contact for IT support requests and collaborate with other teams to ensure security and compliance.

What You'll Do

Image, configure, and deploy new MacBooks and Windows laptops for employees, ensuring all standard software and security settings are installed.
Perform routine maintenance, troubleshooting, and formatting of laptops to resolve performance issues or prepare them for reallocation.
Provide prompt, high-touch, 'white-glove' IT support for executives and senior leadership, addressing their day-to-day technical needs with professionalism and discretion.
Serve as a primary point of contact for all IT support requests via tickets, email, or phone, diagnosing and resolving hardware, software, and network issues efficiently.
Manage the new hire process by creating user accounts in identity management systems, assigning appropriate permissions, and preparing their IT equipment.
Handle employee departures by ensuring timely deactivation of all accounts, revoking access to company systems, and coordinating the return of all company assets.
Meticulously track all IT hardware, software licenses, and peripherals. Manage the logistics of shipments for remote employees and maintain an accurate asset database.
Collaborate with the Network team to troubleshoot user connectivity issues and partner with the Security team to implement endpoint security policies, investigate alerts, and ensure device compliance.
Ensure all endpoints adhere to company security standards, including encryption, antivirus, and software patching.
Create and maintain clear documentation for common IT procedures, troubleshooting steps, and system configurations.
Provide comprehensive support for corporate and personal (BYOD) mobile phones and tablets (iOS & Android), including setup, configuration, and troubleshooting.
Utilize MDM tools to enroll, secure, and manage the fleet of MacBooks and mobile devices, deploying applications and enforcing security policies remotely.

What We're Looking For

Proven experience providing technical and helpdesk support in a professional environment.
Strong hands-on experience imaging, configuring, and deploying MacBooks and Windows laptops.
Demonstrated ability to provide professional, high-touch support for executives and senior leadership.
Experience managing the full user lifecycle, including account creation in identity systems and offboarding.
Skill in troubleshooting hardware, software, and network connectivity issues.
Experience managing IT assets and maintaining accurate inventory records.
Familiarity with endpoint security standards, including encryption, antivirus, and patch management.
Experience supporting mobile devices (iOS and Android) and using MDM tools for device management.
Excellent communication skills and a customer-focused approach to problem-solving.