Mac Support Professional

4 days ago

Bengaluru, Karnataka, India Outworx Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Level-L2+L3

Ticket Management:

  • Log all MAC-related issues and requests via Email, Calls, Web on SNOW ITSM Portal
  • Categorize and prioritize tickets appropriately
  • Assign tickets to correct assignment groups and perform First Time Resolution (FTR)
  • Timely follow-ups on pending tickets in the ITSM tool bucket
  • Update tickets with resolution remarks and proper categorization

User Onboarding & Inventory:

  • Execute JAMF MAC enrollment process for end-to-end onboarding of users on MacBook
  • Publish MAC inventory dashboard monthly

Customer Service & Escalation:

  • Demonstrate effective customer service handling skills in fluent English
  • Follow escalation matrix for resolving pending/ageing/urgent incidents and service requests
  • Coordinate and collaborate with backend teams to resolve issues

Technical Troubleshooting:

  • Troubleshoot incidents involving:
  • Laptop hardware
  • MAC OSApplications (Microsoft Office, ERP, Ceridian, CUSTOMER Pay, etc)
  • VPN and ZTNA (Netskope)
  • Printers
  • Resolve business-related application and site-specific issues in coordination with TSDs and Site Leads

Compliance & Documentation:

  • Adhere to agreed SLAs including ticket resolution and call quality scores
  • Meet all compliance parameters and maintain thresholds
  • Create and manage SOPs and Knowledge Base articles; ensure publication on KM portal (SNOW)

Reporting & Communication:

  • Conduct monthly and weekly insightful analysis and publish dashboards to stakeholders
  • Ensure timely response to emails and proper closure with user satisfaction
  • Responsible for all ongoing activities across respective geo locations

Tools and Technologies

  • macOS updates & installation issues
  • Backup & restore with Time Machine
  • Performance tuning (slow Mac, startup issues)
  • iCloud sync & Apple ID problems
  • Battery & charging issues for MacBook
  • Security & malware protection
  • ServiceNow

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