Service desk analyst(Desktop Support Technician)

Note: Please submit the resources who have MAC experience 2 years minimum and kindly highlight the MAC experience while submitting the CV.

JD for the role:

Preferred Skills and common tasks on the job

Experience-based Windows 11 support and MAC , IPAD(Apple Devices)

• BitLocker encryption
• Configuration/imaging
• Crash/BSOD resolution
• Installation environment
• General Windows OS & iOS troubleshooting
• AirWatch for Apple
• Proven work experience as Apple MAC Technician or similar role etc.
• Hands on with MAC Deployment Services like JAMF.
• Perform break-fix support for a wide range of hardware, software and mobility issues
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Provisioning, configuring, delivering, and setting up equipment, ensuring proper functionality and connectivity of all devices, and participating in equipment moves and changes
• Working in concert with internal IT teams to ensure the highest level of service delivery to user community
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting and maintaining Mobile Devices.
• Proven work experience with Intune - Good Proficiency with Windows printing and scanning operations, including installation and support of network and office devices
• Proficiency with mobile devices, including enterprise software activation, troubleshooting and support
• Strong customer service and communication skills
• The ability to work in a fast paced environment, coordinating workflow and multiple tickets/tasks

Hardware support and troubleshooting

• Troubleshooting hardware issues
• Replacing desktop/laptop hardware
• Installation of peripheral devices

Microsoft Office proficiency

• Proficiency in Word, Excel, Skype, Outlook, Access, PowerPoint (usage and support)
• Able to create documentation and contribute to KB articles
• O365 support

Basic network troubleshooting

• Experience working with basic network hardware (switches)
• Troubleshooting connectivity issues
• Thorough understanding of wireless/wired networks

Customer service skills

• Comfortable working with people in a professional setting
• Able to provide a calming demeanor with the customer to reach a positive conclusion