Key Responsibilities

📍Technical Support 📍Act as the first point of contact for IT-related inquiries, incidents, and requests. 📍Diagnose and resolve hardware, software, meeting room and network issues for laptops, desktops and mobile devices. 📍Provide technical support for general computing applications, 📍Device Management 📍Deploy and configure devices using Mobile Device Management (MDM) platforms. 📍Perform regular updates, patches, and security configurations. 📍Manage device enrollments, backups, and recovery processes. 📍User Support 📍Provide support for user account management, including permissions, password resets, and authentication issues. 📍Perform user onboarding and offboarding process as per documented SOP’s 📍Deliver training and guidance to end-users on best practices. 📍Resolve connectivity issues related to Wi-Fi and cloud-based services. Incident Management 📍Log, track, and prioritize tickets in the IT Service Management (ITSM) system. 📍Escalate complex issues to higher-level support when necessary, ensuring timely resolution. 📍Document troubleshooting steps and solutions in a knowledge base for future reference. 📍Collaboration and Continuous Improvement 📍Identify recurring problems and recommend process improvements or solutions to reduce downtime. 📍Stay updated on latest updates, new technologies, and advancements in IT support practices.

Requirements

📍7 years of experience in mac support; 📍Good understanding of IT desk services, corporate systems, technologies, operating systems (macOS); 📍Good knowledge of networking concepts, protocols and technologies, including TCP/IP, DNS, DHCP, VPN, firewalls, routers and switches; 📍Hands-on experience with network administration, configuration and troubleshooting 📍Ability to work independently and in a team; 📍Experience in remote support to people working from home and other remote office; 📍Experience and maturity to work in a multicultural environment and ability to communicate ideas, standards and policies with confidence.

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