Mac Support Engineer
- Infogain
- 3 - 5 years
- Noida, Gurugram
- 6 months ago
- Email to a friend
- Report this job
Job Description
Role & responsibilities
Job Summary:
The Infrastructure Support Engineer (Standard) is responsible for providing support for various IT infrastructure systems and ensuring their availability and reliability. They work on diagnosing and resolving Apple Mac OS hardware, software, and network-related issues and may also assist in maintaining system security and compliance.
Key Responsibilities:
- Technical Troubleshooting & Resolution:
- Diagnose and resolve technical issues related to macOS operating systems, Apple hardware (MacBooks, iMacs, Mac Pros, etc.), peripherals, and common software applications.
- Provide support for network connectivity issues (Wi-Fi, VPN, wired connections) specific to macOS devices.
- Troubleshoot printing, scanning, and other peripheral-related problems.
- Address user account issues, password resets, and access problems.
- Perform remote and in-person troubleshooting as needed.
- System Installation, Configuration & Maintenance:
- Install, configure, and upgrade macOS, software applications, and drivers.
- Deploy and manage Mac desktops and laptops using Mobile Device Management (MDM) solutions (e.g., JAMF).
- Perform routine maintenance tasks such as system updates, patch management, antivirus scans, and backups.
- Ensure compliance with security protocols and best practices on Mac devices.
- Conduct hardware diagnostics and coordinate repairs or replacements when necessary.
- User Support & Training:
- Provide timely and effective technical assistance to end-users via various channels (phone, email, chat, ticketing system, in-person).
- Guide users with clear, step-by-step instructions on how to use macOS features, applications, and devices.
- Develop and maintain user guides, FAQs, and knowledge base articles to facilitate self-service and enhance user productivity.
- Educate users on new services, applications, and security best practices.
- Device Management & Inventory:
- Administer and manage MDM solutions for Mac device enrollment, policy enforcement, security compliance, and application deployment.
- Maintain accurate records of hardware and software inventory, including deployment, refresh, and retirement.
- Coordinate equipment procurement and replacement processes to meet user requirements.
- Collaboration & Documentation:
- Escalate complex or unresolved issues to higher-tier support teams or vendors as necessary, ensuring timely resolution.
- Collaborate with other IT teams (e.g., network administrators, system administrators, cybersecurity specialists) to address complex technical issues and implement IT projects.
- Document all support interactions, troubleshooting steps, and resolutions in a ticketing system.
- Contribute to the continuous improvement of support processes and procedures.
Important: Please complete the following questions to proceed further
Preferred candidate profile
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: InfogainLocation(s): Noida, Gurugram
Keyskills: Macintosh Mac Support Mac Apple Imac IPad Vip Support End User Support System Administration IT Support IPhone
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