Desktop Support - MAC OS(Remote)

Role :

Remote Desktop Support - MAC OS

Required Technical Skill Set
(Must have keywords)

Responsible for setting up, installing, operating, testing, and troubleshooting Hardware and software issues.

Desired Competencies (Technical/Behavioral Competency)

Must-Have

Required Skills:

• Assist with staff support calls, regarding emails, chats, scheduling, and  tickets.
• Basic end-user support for technical issues.
• Working with the IT staff to perform computer builds & installation.
• Assist in the maintenance of IT standards and documentation.
• computers and software.
• Install and configure Firm-Standard Images on Desktops and Laptops
• MacBooks and Chromebooks
• Provide PC Hardware and Software deployment and Support
• Activities include technical requests, configuration, deployment and technical support of all standard Hardware/Software applications.
• Support and Tracking of computer builds and security control softwares as per project standards.
• Provide Printers configuration and support.
• Follow direction of immediate supervisors or Managers to implement new technology.
• Provide after hours emergency support on a rotational basis as per the business requirements.
• Maintain ownership for problem resolution

Qualifications and experience :

• Basic technical skills knowledge
• Organizational skills
• Self-initiative
• Fast learner
• Knowledge and experience of using Google workspace.
• Ability to prioritize tasks to ensure minimum disruption to the business
• Excellent customer service skills.
• Excellent communication skills both written and verbal
• Team player.
• Ability to meet deadlines in a fast paced environment.
• Maintain confidentiality of sensitive and privileged information.
• Physical ability with moving computers, printers and other I.T. equipment

Highly Desirable

• Working knowledge of Remote Desktop Support activities
• Skills related to the Windows 11, MACBook, Chromebook and Printers configuration and support.

SN

Responsibility of / Expectations from the Role

Level II support for supported devices and end user applications

 To assist users with any logged IT related incident and requests when escalated by Helpdesk or when called upon

 Follow Standard Operating Procedures, Exhaustive Technical and Operations Runbook, Incident Management and Escalation Procedures

 Install, upgrade, support and troubleshoot Windows, Mac Operating system and any other authorized desktop software/ applications

 Install, upgrade, support and troubleshoot Eligible Recipient Workspace Hardware such as Desktop, Laptops, MacBooks, Chromebooks,  Printers and any other authorized peripheral equipment and devices

 Perform general preventative maintenance tasks on devices and software

1. .

Receive Service Requests/incidents indicating that supported end user or Supported Device

 Repair/maintenance is required, perform Diagnosis and Schedule supported End user and Supported Device Repair activity

1. 9

 Coordinate with Third party or OEM vendors to resolve warranty claims for supported end users and Supported device incidents

 Use Manufacturer warranty, manufacturer technical support to facilitate incident resolution

 Order, provide, Install and test replacement parts for Supported End Users and Supported Devices

 Conduct performance Testing as requested and enable users to perform functional testing on replacement Supported End Users and Supported Devices as required

 Adjust configuration options as per documented procedures

Comply with all supported End user and Supported Device Warranty requirements/ restrictions

 Iron Mountain standard software installations/troubleshooting, driver updates, PC tuning activities, reimaging, security, encryption (BitLocker), antivirus.

 Application installation, support, user assistance (Iron Mountain standards such as Google suite, okta, vpn, Adobe, Microsoft etc)