
Mac Support Professional
2 days ago
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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