Job Description

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Apple Mac, Technical Support Engineer - oAct as a single point of contact for walk-in, phone calls and emails from internal/external employees/ end customers regarding IT issues and queries.oReceiving, logging and managing calls from customers via telephone and email.oResponsible for handling Incident queues, ensure that response and resolution SLA are met as per the SLAs agreed with the customer.oEscalate unresolved calls to the appropriate support groups.oTake ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manneroTo maintain a high degree of customer service for all support queries and adhere to all service management principles.oProviding Deskside support including IT asset management.oCollaborating with external IT vendors to resolve users hardware issues.oThe role is 24*7 rotational with night shifts in the alternate monthExperienceoKnowledge and working experience in any Incident management tool.o4-6 years of hands on experience in trouble shooting Windows and MAC machines in enterprise.o4-years of experience in supporting users through phone / remote session.o4-years of Experience in SD team and phone support.o4 years of experience in an MNC supporting minimum 5000 UsersoWork with Senior Management oWork with vendor to resolve issues oGood DNS knowledge.oGood DHCP knowledge.oGood Active Directory knowledge.oGood O365 / M365 knowledgeoCreating user accounts, reset passwords, unlock account etc. in ADoCreating security /distribution groups.oBasic Knowledge about Proxy server.oBasic Knowledge about IP address, VLAN.oTroubleshooting VPN client.oTroubleshooting of MAC OS and Windows OSoGood understanding and hand on experience of JAMFoTroubleshooting Outlook and other software installations.oStrong knowledge of Microsoft based operating systems.oBasic knowledge in Antivirus software.oTrouble shooting IE, Chrome, Mozilla and other browsers.oWireless Concept and troubleshooting wireless issues.Certification: oApple MAC certified Engineer (preferred)Location: Hyderabad / Chennai
Skills:
Mandatory Skills : Troubleshooting,Asset Management,Endpoin
Good to Have Skills : IFSR-EUC
About Company:
LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by 83,000+ talented and entrepreneurial professionals across more than 40 countries, LTIMindtree -- a Larsen & Toubro Group company -- solves the most complex business challenges and delivers transformation at scale. For more information, please visit https://www.ltimindtree.com/.