MAC Support Engineer

Overview

CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. For this critical role, we are looking for the candidate to be based in Mumbai. You may choose to work from home in Mumbai; however, you will be required to travel to our Andheri East office at least 3 times a week for business requirements, meetings, or company/team events, or on short notice as needed.

We are looking for a driven Apple Support Engineer to be a part of our Information Technology function. The position will be responsible for building and maintaining the day-to-day operation of MacBook/Apple systems in the companies eco system.

Responsibilities

• End-User Support
• Provide first- and second-level support for Apple macOS users via phone, email, chat, or in person.
• Troubleshoot hardware and software issues, including system crashes, app failures, and connectivity issues.
• Ask targeted diagnostic questions to identify root causes and resolve user-reported problems efficiently.
• Device Configuration & Management
• Install, configure, and maintain macOS systems, user accounts, and network settings.
• Utilize Apple Remote Desktop and other remote support tools to provide seamless support.
• Handle Mac imaging, software deployment, and system restoration tasks.
• MDM & Apple Ecosystem Tools
• Administer Apple Mobile Device Management (MDM) solutions such as JAMF, Workspace One, Intune, etc.
• Support Apple Business Manager, Apple DEP, and iCloud configurations.
• Perform software installations, removals, and updates across devices using MDM tools.
• Integration & Collaboration
• Work with cross-functional teams to support hybrid environments including Windows, Mac and Ubuntu systems.
• Assist in configuring and troubleshooting Microsoft Office for Mac, including customizations specific to Mac users.
• Support integration with Active Directory and Exchange environments.
• System Maintenance & Escalation
• Perform data backups and restore operations for Apple and non-Apple systems.
• Conduct diagnostic tests to isolate system or network issues and recommend solutions.
• Collaboration - escalate unresolved technical issues to internal SMEs or external vendors such as Coordinate with Apple-authorized service providers and third-party vendors and follow through to closure.
• Process Improvement & Documentation
• Maintain comprehensive documentation for support procedures and configurations.
• Continuously look for opportunities to improve support processes and implement automation or advanced tools where applicable.
• Monitor and manage support tickets, ensuring timely resolution and adherence to SLAs.
• Professional Competencies
• Strong troubleshooting, analytical, and diagnostic skills specific to Apple/macOS environments.
• Demonstrated ability to communicate technical solutions clearly to non-technical users.
• Proactive in identifying opportunities to improve end-user experience and internal processes.
• Ability to work independently, handle multiple tasks, and adapt to changing priorities.
• Willingness to work in rotational shifts and work from office as per business requirements.

Qualifications And Prerequisites

• Completed graduation in IT or any other field with more than 3 years experience as an Apple Support Engineer or Certification in Apple Certified Mac Technician (ACMT).
• Candidate should have potential to analyze and perform repairs related to basic equipment of Mac systems, operating issues, and their peripherals. Familiar with Apple's operating systems and it's applications as well.
• Should be comfortable with rotational shifts
• Proficient English language skills
• Excellent listening, Understanding & questioning skills
• Experience in working with Apple's Remote Support technology, Apple Remote Desktop, Mac OS, MS Office software for Mac and Mac imaging solutions
• Knowledge of iCloud, Apple MDM solution like JAMF, Apple Business Manager Programme, Apple DEP, Software installation / uninstallation, basic script on terminal services, twinning or tweaking is required
• Microsoft Office Installation, troubleshooting, special customisation for MAC users.
• Basic Active directory and Exchange knowledge.

Application Process

For this role, you will have two technical rounds followed by the HR round with the HR Business Partner.