Mac Support Professional

Level

Ticket Management:

• Log all MAC-related issues and requests via Email, Calls, Web on SNOW ITSM Portal
• Categorize and prioritize tickets appropriately
• Assign tickets to correct assignment groups and perform First Time Resolution (FTR)
• Timely follow-ups on pending tickets in the ITSM tool bucket
• Update tickets with resolution remarks and proper categorization

User Onboarding & Inventory:

• Execute JAMF MAC enrollment process for end-to-end onboarding of users on MacBook
• Publish MAC inventory dashboard monthly

Customer Service & Escalation:

• Demonstrate effective customer service handling skills in fluent English
• Follow escalation matrix for resolving pending/ageing/urgent incidents and service requests
• Coordinate and collaborate with backend teams to resolve issues

Technical Troubleshooting:

• Troubleshoot incidents involving:
• Laptop hardware
• MAC OSApplications (Microsoft Office, ERP, Ceridian, CUSTOMER Pay, etc)
• VPN and ZTNA (Netskope)
• Printers
• Resolve business-related application and site-specific issues in coordination with TSDs and Site Leads

Compliance & Documentation:

• Adhere to agreed SLAs including ticket resolution and call quality scores
• Meet all compliance parameters and maintain thresholds
• Create and manage SOPs and Knowledge Base articles; ensure publication on KM portal (SNOW)

Reporting & Communication:

• Conduct monthly and weekly insightful analysis and publish dashboards to stakeholders
• Ensure timely response to emails and proper closure with user satisfaction
• Responsible for all ongoing activities across respective geo locations

Tools and Technologies

• macOS updates & installation issues
• Backup & restore with Time Machine
• Performance tuning (slow Mac, startup issues)
• iCloud sync & Apple ID problems
• Battery & charging issues for MacBook
• Security & malware protection
• ServiceNow