MAC Support Engineer

Job Profile:

Technical Support: Provide timely and effective technical assistance to end-users via phone, email, remote desktop, or in person. Troubleshoot hardware, software, and network-related problems, and provide solutions or workarounds to resolve issues.
Issue Resolution: Diagnose and resolve technical issues related to operating systems, software applications, hardware components, peripherals, and network connectivity. Escalate complex problems to appropriate teams or vendors when necessary and follow up to ensure timely resolution.
User Training and Documentation: Assist users in understanding and utilizing IT systems, software applications, and tools effectively. Develop and maintain user guides, FAQs, and knowledge base articles to facilitate self-service troubleshooting and enhance user productivity.
System Maintenance: Perform routine maintenance tasks, such as software updates, patches, system upgrades, and equipment installations. Ensure compliance with security protocols and best practices to protect organizational data and systems from cyber threats.
Inventory Management: Maintain accurate records of hardware and software inventory, including deployment, and retirement. Coordinate equipment procurement and replacement processes as needed to support user requirements.
Customer Service: Provide excellent customer service by responding promptly to user inquiries, addressing concerns courteously, and always maintaining a professional demeanor. Ensure elevated levels of user satisfaction through effective communication and problem resolution.
Collaboration: Collaborate with other IT teams, including network administrators, system administrators, and cybersecurity specialists, to address complex technical issues and implement IT projects effectively. Participate in team meetings, training sessions, and knowledge sharing activities to stay updated on emerging technologies and best practices. Some of the meetings would be scheduled in US East Coast Time.

Important Technical Skills:
• MAC
• Intune
• JAMF
• MDM
• Process to enroll the MacBook device to the Kandji and JAMF MDM.
• Migration to move the devices from JAMF to Kandji.
• Configuration of MacBook devices for onboarding employees using self-service portal.
• Setting up the user profile in JAMF and Kandji.
• Enrolling the devices to ABM and register in MDM.
• Basic and in-depth trouble shooting of MacBook devices.
• Knowledge about the JAMF and Kandji administration environment.

• Proven experience in a technical support role, preferably in an IT help desk environment.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Experience using a ticketing system and ITSM practices like ServiceNow, FreshService, or similar.
• Excellent troubleshooting skills and ability to diagnose and resolve technical issues effectively.
• Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Customer-oriented mindset with a passion for delivering exceptional service and support.

Note: Firsthand experience on MAC is mandatory.
Nice to have:
• Bachelor’s degree in information technology, Computer Science, or related field preferred.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are a plus.
Working Conditions:
• This position may require occasional evening or weekend work to support system upgrades, maintenance activities, or special projects.
• This position will require shift schedule working UK business hours.