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About the role
- 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 advantages package.- Opportunities for professional growth and career advancement. - Training and certifications related to Apple products and technologies. - Collaborative and supportive work environment. .
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