Mac Support / Mac Support Technician - L1 Service Desk

You will be responsible for responding to Mac-related incidents, providing timely resolutions, and offering excellent customer service.

Key Responsibilities:

• Provide 1st and 2nd line support for macOS-related issues, including troubleshooting hardware, software, and network connectivity problems.
• Assist users with setting up, configuring, and maintaining Mac devices (MacBooks, iMacs, etc.).
• Respond to service desk tickets, emails, and phone inquiries regarding Mac-related issues.
• Diagnose and resolve macOS software bugs, crashes, and other performance issues.
• Ensure smooth integration of Macs into the organization’s network and systems, including file sharing, email setup, and VPN.
• Maintain accurate documentation for troubleshooting steps, resolutions, and device configurations.
• Escalate complex issues to the appropriate team or specialist if needed.
• Work closely with cross-functional teams (e.g., Windows, Network, and Security teams) to resolve cross-platform issues.
• Stay up-to-date with new macOS features, Apple hardware, and common software tools used by employees.
• Assist with software installations, updates, and patches for macOS applications and operating systems.
• Provide training and guidance to users on best practices for using macOS devices and software.

• Phone support experience necessary.
• Proven experience supporting macOS devices in a technical support role.
• Familiarity with macOS system administration, including terminal commands, system preferences, and basic troubleshooting.
• Strong knowledge of Mac hardware (MacBook, iMac, Mac Pro, etc.) and peripherals.
• Experience with remote support tools and ticketing systems.
• Basic understanding of networking concepts, including VPN, DNS, and Wi-Fi configuration.
• Excellent problem-solving skills and attention to detail.
• Strong verbal and written communication skills.
• Customer-focused with the ability to maintain a positive, helpful attitude in high-pressure situations.
• Ability to work independently and as part of a team in a fast-paced environment.

Hands-on work experience with the following:

• Clients: Windows; MAC.
• ServiceNow.
• Nexthink Amplify.
• Knowledge of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, Webex, Live Meeting, and Windows Native tools.
• VPN and remote dial-in users.
• Support for laptop, desktops, and printers.
• Smartphone Support - iPhone and Android.
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills:

• Fluently communicate, read, and write in English to the standard of a native English Speaker.
• Excellent communication and conversation skills (verbal and written).
• Excellent documentation skills.
• Great customer handling skill.
• Able to handle unforeseen situations.
• High level of acceptance.
• Can drive Supplier’s value and its methodology.

Preferred Certifications

Industry certifications, For example- Apple Certified Support Professional (ACSP) or Apple Certified Mac Technician (ACMT) certification.)

Sound knowledge of service management and incident management

ITIL experience/certifications (e.g., ITIL v3 foundation certification)

Working Conditions:

• This role may require working in 24/7 shifts, including evenings, weekends, and holidays.

• Service Desk Manager or IT Support Manager

• Competitive salary based on experience and qualifications.

• Health, dental, and vision insurance
• Professional development opportunities
• Paid time off and holidays