Mac Support Engineer

• Managing all Mac devices with latest macOS & Security update
• Working on Azure AD for ID Creation & Security Group Maintain.
• Providing technical support of both Hardware and software for Apple products.
• Enrolling devices on JAMF manual Enrolment & Zero Touch Enrolment.
• Mac JAMF console management machine and user permission.
• JAMF Inventory Maintenance & update the inventory depends upon user machine.
• Responsible for all Mac devices running in compliance as per company security policy.
• Diagnosis issues related to device enrolment, application access and resolution.
• Test the Beta Version MacOS with client related applications.
• Attend meetings with the Operation Team to identify continuous improvement opportunities and enhance the delivery of IT services to users.
• Co-ordination with Client and Operations teams during New Application release.
• Ability and desire to conduct research and resolve tickets from the end user community for MAC device issues.
• Used Remedy program to track ticket progress and enter updates to have ongoing record of case activity till resolution is reached and ticket closed.

Requirements

• Provide excellent technical support and assistance to customers using Apple products.
• Respond to customer inquiries and resolve technical issues through phone, email, or chat support channels.
• Diagnose and troubleshoot software and hardware problems related to Apple devices, such as iPhones, iPads, and Mac computers.
• Guide customers through step-by-step solutions in a clear and concise manner.
• Document and track customer interactions and resolutions in a ticketing system or CRM software.
• Collaborate with internal teams to escalate and resolve complex technical issues.
• Stay up to date with the latest Apple product releases, updates, and troubleshooting techniques.
• Continuously improve technical knowledge and customer service skills through training and self-learning.
   
  Qualifications:
• High school diploma or equivalent; relevant certifications or technical qualifications are a plus.
• Proven experience in providing technical support for Apple products, preferably in a customer-facing role.
• In-depth knowledge of Apple operating systems (iOS, macOS), hardware (iPhone, iPad, Mac), and software applications.
• Strong troubleshooting and problem-solving skills for both software and hardware issues.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Patience and empathy when dealing with customers, ensuring a positive support experience.
• Ability to work well under pressure and manage multiple customer inquiries simultaneously.
• Familiarity with ticketing systems or CRM software to manage and track customer interactions.
• Availability to work flexible hours, including evenings, weekends, and holidays, as necessary.

Benefits

• Competitive salary and benefits package.

• Opportunities for professional growth and career advancement.

• Training and certifications related to Apple products and technologies.

• Collaborative and supportive work environment.