Jr. Service Desk Engineer

1 week ago

Chennai, Tamil Nadu, India Neurealm Full time US$ 80,000 - US$ 1,20,000 per year

Chennai, Tamil Nadu, India

Department

General IT User Support

Job posted on

Jul 08, 2025

Employment type

Full Time Employee

The Service Desk Agent (iOS/Mac Focus) role requires a strong understanding of Apple technologies, excellent customer service skills, and the ability to diagnose and resolve technical problems efficiently.

Responsibilities:

  • Provide First-Level Support:
  • Respond to user inquiries via phone, email, chat, or ticketing system in a timely and professional manner.
  • Log and track all support requests, ensuring accurate and detailed documentation.
  • Prioritize and manage support tickets based on severity and impact.
  • iOS Device Support:
  • Troubleshoot issues related to iOS devices, including setup, configuration, connectivity, and application issues.
  • Assist users with iOS updates, backups, and data recovery.
  • Support mobile device management (MDM) systems and policies.
  • Troubleshoot issues related to Apple ID, iCloud, and other Apple services.
  • macOS Support:
  • Troubleshoot hardware and software issues on macOS systems.
  • Assist with macOS installations, upgrades, and configuration.
  • Support common macOS applications, including productivity suites (e.g., Pages, Numbers, Keynote), email clients, and web browsers.
  • Troubleshoot network connectivity issues, including Wi-Fi and Ethernet.
  • Support peripheral devices such as printers, scanners, and external drives.
  • Software and Application Support:
  • Provide support for common applications used on iOS and macOS.
  • Assist with software installations, updates, and troubleshooting.
  • Troubleshoot compatibility issues between hardware and software.
  • Hardware Support:
  • Diagnose and resolve hardware issues related to iOS and macOS devices.
  • Coordinate hardware repairs or replacements with vendors as needed.
  • Assist with the setup and configuration of new hardware.
  • Knowledge Management:
  • Create and maintain knowledge base articles and documentation for common issues and solutions.
  • Stay up-to-date with the latest Apple technologies and best practices.
  • Contribute to the improvement of support processes and procedures.
  • Customer Service:
  • Provide excellent customer service and maintain a positive attitude.
  • Communicate technical information clearly and concisely to non-technical users.
  • Escalate complex issues to higher-level support teams as needed.
  • MDM Support:
  • Work with mobile device management systems, to enroll, configure, and troubleshoot Windows, iOS and macOS devices.
  • Enforce security policies, and deploy applications via MDM.

Required Skills and Qualifications:

  • Proven experience in a service desk or technical support role.
  • Strong knowledge of Windows, macOS and iOS operating systems and hardware.
  • Familiarity with Windows and Apple applications and services.
  • Experience with mobile device management (MDM) systems (e.g., Jamf, Intune) is highly desirable.
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Ability to prioritize and manage multiple tasks.
  • Certifications related to Apple technologies (e.g., Apple Certified Support Professional) are a plus.
  • Basic networking knowledge.
  • Ability to learn new technology quickly.

Preferred Qualifications:

  • Bachelor's degree in Information Technology or a related field.
  • Experience with scripting or automation tools.
  • Experience supporting a diverse range of users.
  • ITIL framework knowledge.

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