Infrastructure Support Engineer

Infogain

3 - 4 years

3 - 4 Lacs

Noida

Posted:2 weeks ago| Platform:

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Skills Required

Training Procurement Patch management Printing Ticketing Managed services VPN DNS Antivirus DHCP

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

EXPERIENCE

3-4.5 Years

SKILLS

Primary Skill: Infrastructure Support
Sub Skill(s): Infrastructure Support
Additional Skill(s): Mac Desktop, Infrastructure Support, System Administrator, AD DC DHCP DNS, Infrastructure Support L1, Managed Services-L1 Support, Computer Fundamentals

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