Source description
About the role
Key Responsibilities Provide Level 1 & Level 2 technical support for Apple MacBooks, iMacs, Mac Mini, Mac Studio, and Apple peripherals. Troubleshoot macOS-related issues including installation, upgrades, configuration, and performance optimization. Diagnose and resolve hardware issues on Apple devices and coordinate repairs with Apple Authorized Service Providers whenever required. Support Apple ecosystem devices (Mac and iOS devices) Perform software installations, patch management, OS upgrades, and security updates. Support JAMF-managed Mac environments (preferred). Provide remote support using approved enterprise remote tools. Manage incidents, requests, and service tickets through ITSM tools. Maintain SLA compliance and ensure timely ticket resolution. Create and maintain technical documentation and knowledge base articles. Support onboarding and offboarding activities for employees. Deliver excellent customer service while maintaining high user satisfaction. Soft Skills Excellent verbal and written communication. Strong customer service orientation. Ability to prioritize multiple tasks. Strong analytical and troubleshooting skills. Team player with a positive attitude. Ability to work under pressure and meet SLA targets. Good documentation skills. Willingness to work in rotational shifts if required. What We Offer Opportunity to work with enterprise clients. Exposure to the latest Apple technologies. Career growth. Collaborative work environment.