Apple Support Engineer

travel to our Andheri East office 3 to 4 times a week

Apple Support Engineer

Responsibilities

• End-User Support
• Provide first- and second-level support for Apple macOS users via phone, email, chat, or in person.
• Troubleshoot hardware and software issues, including system crashes, app failures, and connectivity issues.
• Ask targeted diagnostic questions to identify root causes and resolve user-reported problems efficiently.
• Device Configuration & Management
• Install, configure, and maintain macOS systems, user accounts, and network settings.
• Utilize Apple Remote Desktop and other remote support tools to provide seamless support.
• Handle Mac imaging, software deployment, and system restoration tasks.
• MDM & Apple Ecosystem Tools
• Administer Apple Mobile Device Management (MDM) solutions such as JAMF, Workspace One, Intune, etc.
• Support Apple Business Manager, Apple DEP, and iCloud configurations.
• Perform software installations, removals, and updates across devices using MDM tools.
• Integration & Collaboration
• Work with cross-functional teams to support hybrid environments including Windows, Mac and Ubuntu systems.
• Assist in configuring and troubleshooting Microsoft Office for Mac, including customizations specific to Mac users.
• Support integration with Active Directory and Exchange environments.
• System Maintenance & Escalation
• Perform data backups and restore operations for Apple and non-Apple systems.
• Conduct diagnostic tests to isolate system or network issues and recommend solutions.
• Collaboration - escalate unresolved technical issues to internal SMEs or external vendors such as Coordinate with Apple-authorized service providers and third-party vendors and follow through to closure.
• Process Improvement & Documentation
• Maintain comprehensive documentation for support procedures and configurations.
• Continuously look for opportunities to improve support processes and implement automation or advanced tools where applicable.
• Monitor and manage support tickets, ensuring timely resolution and adherence to SLAs.
• Professional Competencies
• Strong troubleshooting, analytical, and diagnostic skills specific to Apple/macOS environments.
• Demonstrated ability to communicate technical solutions clearly to non-technical users.
• Proactive in identifying opportunities to improve end-user experience and internal processes.
• Ability to work independently, handle multiple tasks, and adapt to changing priorities.
• Willingness to work in rotational shifts and work from office as per business requirements.

Qualifications and Prerequisites

• Completed graduation in IT or any other field with more than 3 years experience as an Apple Support Engineer or Certification in Apple Certified Mac Technician (ACMT).
• Candidate should have potential to analyze andperform repairsrelated to basic equipment of Mac systems, operating issues, and their peripherals.Familiar with Apples operating systems and it’s applications as well.
• Should be comfortable with rotational shifts
• Proficient English language skills
• Excellent listening, Understanding & questioning skills
• Experience in working with Apple’s Remote Support technology, Apple Remote Desktop,Mac OS, MS Office software for Mac and Mac imagingsolutions
• Knowledge ofiCloud, Apple MDM solution like JAMF, Apple Business Manager Programme, Apple DEP, Software installation /uninstallation, basic script on terminal services, twinning or tweaking is required
• Microsoft Office Installation, troubleshooting, special customisation for MAC users.
• Basic Active directory and Exchange knowledge.

Application Process

For this role, you will have two technical rounds followed by the HR round with the HR Business Partner.