MacOS devices via Jamf Pro

Role: IT Support Analyst (On-Site)

Location: Hyderabad, Work from office

Job type: Contract to hire

On payrolls of Randstad Digital

Technical Requirements Checklist

1. Device Enrollment & Management
2. Hands-on experience enrolling macOS devices via Jamf Pro
3. Knowledge of Apple Business Manager (ABM) and DEP
4. Familiarity with Intune Company Portal for Windows/macOS onboarding
5. Hardware & Software Troubleshooting
6. Strong troubleshooting skills across both Windows and macOS platforms
7. Cloud & Directory Services
8. Experience with Microsoft Exchange Online and solid understanding of Office 365 applications
9. Asset & Incident Management
10. Prior experience with asset lifecycle management
11. Soft Skills
12. Strong communication skills to engage with users across varying technical levels

General Responsibilities:

• Act as the primary point of contact for users seeking technical assistance through official communication channels and

on-site.

• Perform remote troubleshooting using diagnostic techniques and relevant inquiries.

• Identify the optimal solution based on the issues and details provided by customers.

• Escalate unresolved issues to the appropriate support personnel and respective queues.

• Provide support for both software and hardware-related matters on a global scale.

• Consistently deliver exceptional customer service, aiming to exceed client and business expectations.

• Manage IT Service Desk-related matters via the ticketing platform, emails, and chats, adhering to agreed service levels

in terms of response, quality, and resolution times.

• Troubleshoot IT problems based on individual research and/or standard operating procedures.

• Ensure accurate and comprehensive documentation of all incidents and service requests within the ticketing platform,

including detailed descriptions of troubleshooting steps and resolutions.

• Perform additional duties as assigned by the direct manager.

• Handle customer interactions via email, chat, and the ticketing platform.

Additional Responsibilities:

• Share new knowledge or troubleshooting techniques with the team to facilitate faster resolutions.

• Suggest and/or assist with the implementation of continuous service improvement and automation initiatives.

• Communicate with the business and act as a liaison to translate technical requirements appropriately for end-users.

• Demonstrate a customer-centric approach, effectively handling difficult end-users.

• Travel to other UiPath sites as needed for temporary IT support on a project basis.

Requirements & Skills Needed:

• Minimum of 2-3 years of relevant work experience as a helpdesk technician or in a similar role.

• Strong technical knowledge, including a thorough understanding of computer systems, mobile devices, and other tech

products.

• Proficiency in Microsoft 365 products and administration, including Outlook, Exchange, and Intune.

• Comfort with technology, demonstrated by the ability to research solutions and translate them into resolutions based

on troubleshooting and investigation.

• A problem-solving attitude and a customer-oriented approach.

• Patience, empathy, curiosity, and diligence.

• Ability to diagnose and resolve advanced technical issues.

• Strong verbal and written communication skills to present ideas in a user-friendly manner.

• Customer-oriented and composed under pressure.

• Ability to effectively prioritize tasks and manage time efficiently.

• Self-motivated, proactive, and capable of working both independently and collaboratively with colleagues, end-users,

and vendors.

1. Technical Interview questions:
2. Outlook issue
3. Mac
4. Previous roles and responsibilities
5. Company portal
6. Networking
7. Mac machine
8. Internet protocol
9. Internet not working troubleshooting steps