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…