Mac Support Engineer

5 days ago

Delhi, India RIDHAM ENTERPRISE PRIVATE LIMITED Full time
Job DescriptionManaging all Mac devices with latest macOS & Security update

Working on Azure AD for ID Creation & Security Group Maintain.

Providing technical support of both Hardware and software for Apple products.

Enrolling devices on JAMF manual Enrolment & Zero Touch Enrolment.

Mac JAMF console management machine and user permission.

JAMF Inventory Maintenance & update the inventory depends upon user machine.

Responsible for all Mac devices running in compliance as per company security policy.

Diagnosis issues related to device enrolment, application access and resolution.

Test the Beta Version MacOS with client related applications.

Attend meetings with the Operation Team to identify continuous improvement opportunities and enhance the delivery of IT services to users.

Co-ordination with Client and Operations teams during New Application release.

Ability and desire to conduct research and resolve tickets from the end user community for MAC device issues.

Used Remedy program to track ticket progress and enter updates to have ongoing record of case activity till resolution is reached and ticket closed.

Requirements - Provide excellent technical support and assistance to customers using Apple products.- Respond to customer inquiries and resolve technical issues through phone, email, or chat support channels.- Diagnose and troubleshoot software and hardware problems related to Apple devices, such as iPhones, iPads, and Mac computers.- Guide customers through step-by-step solutions in a clear and concise manner.- Document and track customer interactions and resolutions in a ticketing system or CRM software.- Collaborate with internal teams to escalate and resolve complex technical issues.- Stay up to date with the latest Apple product releases, updates, and troubleshooting techniques.- Continuously improve technical knowledge and customer service skills through training and self-learning.

Qualifications:- High school diploma or equivalent; relevant certifications or technical qualifications are a plus.- Proven experience in providing technical support for Apple products, preferably in a customer-facing role.- In-depth knowledge of Apple operating systems (iOS, macOS), hardware (iPhone, iPad, Mac), and software applications.- Strong troubleshooting and problem-solving skills for both software and hardware issues.- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.- Patience and empathy when dealing with customers, ensuring a positive support experience.- Ability to work well under pressure and manage multiple customer inquiries simultaneously.- Familiarity with ticketing systems or CRM software to manage and track customer interactions.- Availability to work flexible hours, including evenings, weekends, and holidays, as necessary.Benefits - Competitive salary and benefits package.- Opportunities for professional growth and career advancement.- Training and certifications related to Apple products and technologies.- Collaborative and supportive work environment.Requirements- Provide excellent technical support and assistance to customers using Apple products. - Respond to customer inquiries and resolve technical issues through phone, email, or chat support channels. - Diagnose and troubleshoot software and hardware problems related to Apple devices, such as iPhones, iPads, and Mac computers. - Guide customers through step-by-step solutions in a clear and concise manner. - Document and track customer interactions and resolutions in a ticketing system or CRM software. - Collaborate with internal teams to escalate and resolve complex technical issues. - Stay up to date with the latest Apple product releases, updates, and troubleshooting techniques. - Continuously improve technical knowledge and customer service skills through training and self-learning. Qualifications: - High school diploma or equivalent; relevant certifications or technical qualifications are a plus. - Proven experience in providing technical support for Apple products, preferably in a customer-facing role. - In-depth knowledge of Apple operating systems (iOS, macOS), hardware (iPhone, iPad, Mac), and software applications. - Strong troubleshooting and problem-solving skills for both software and hardware issues. - Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. - Patience and empathy when dealing with customers, ensuring a positive support experience. - Ability to work well under pressure and manage multiple customer inquiries simultaneously. - Familiarity with ticketing systems or CRM software to manage and track customer interactions. - Availability to work flexible hours, including evenings, weekends, and holidays, as necessary.

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