Helpdesk Senior Associate - Mac Support

Job Summary

We are currently seeking a Helpdesk Senior Associate - Mac Support to join our team in Bangalore, KarnAtaka (IN-KA), India (IN).

Requirements

• Helpdesk Senior Associate at Grade-5 position in Service Desk
• Must be a Graduate. B. Tech/B. E or any other technical degree preferred
• Good communication skills with a minimum of 1 year of international calling experience
• Good comprehension writing skills.
• Must possess excellent customer handling skills
• It should be comfortable to work in rotational shift with 24x7 support window
• Familiarity with latest macOS
• Experience in handling Apple workstations (MacBook, iMac etc.)
• Experience in supporting Apple device (MacBook, iMac).

Job Description

• Provide L2 with technical guidance in activities associated with identification, prioritization resolution of reported problems through Phone, Email Chat.
• Activities include recognition, research, isolation, resolution follow up steps.
• Typically, the associate level participates in a supportive role by acting as a liaison between customers departments within the Client Infrastructure.
• Strong troubleshooting knowledge of macOS, Apple Hardware, Safari, Chrome, MS Office COTS applications etc.
• Sound knowledge of ITIL best practices around Incident Request Management procedures.
• Understanding on how MDM solutions (Jamf/Intune) work.
• Apple Device Support Certification (Added advantage).
• Familiarity with Jamf Pro (Added advantage)