Desktop Support Specialist

About E2M
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 organisation 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.
About the Role
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.
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 off-boarding (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 networkissues
Perform network cabling, crimping, patch panel setup, and testing
Diagnose DNS, DHCP, IP conflicts, latency, and routingissues
Support office network expansions and new infrastructuresetups
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 emailservices:
GoogleWorkspace
IMAP EmailServices
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 & EndpointManagement
Manage endpoints using Zoho Endpoint Central
Deploy software, OS updates, patches, and security policies
Monitor endpoint health, compliance, andperformance
Maintain asset inventory and system documentation
Documentation & IT Processes
Maintain SOPs, IT documentation, and asset records
Document incidents, changes, andresolutions
Coordinate with vendors and service providers when needed
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

Work arrangement
No