MacOS devices via Jamf Pro

Role: IT Support Analyst (On-Site)

Location: Hyderabad, Work from office

Job type: Contract to hire

On payrolls of Randstad Digital

Technical Requirements Checklist

1. Device Enrollment & Management

2. Hands-on experience enrolling macOS devices via Jamf Pro

3. Knowledge of Apple Business Manager (ABM) and DEP

4. Familiarity with Intune Company Portal for Windows/macOS onboarding

5. Hardware & Software Troubleshooting

6. Strong troubleshooting skills across both Windows and macOS platforms

7. Cloud & Directory Services

8. Experience with Microsoft Exchange Online and solid understanding of Office 365 applications

9. Asset & Incident Management

10. Prior experience with asset lifecycle management
11. Soft Skills
12. Strong communication skills to engage with users across varying technical levels

General Responsibilities:
• Act as the primary point of contact for users seeking technical assistance through official communication channels andon-site.• Perform remote troubleshooting using diagnostic techniques and relevant inquiries.• Identify the optimal solution based on the issues and details provided by customers.• Escalate unresolved issues to the appropriate support personnel and respective queues.• Provide support for both software and hardware-related matters on a global scale.• Consistently deliver exceptional customer service, aiming to exceed client and business expectations.• Manage IT Service Desk-related matters via the ticketing platform, emails, and chats, adhering to agreed service levelsin terms of response, quality, and resolution times.• Troubleshoot IT problems based on individual research and/or standard operating procedures.• Ensure accurate and comprehensive documentation of all incidents and service requests within the ticketing platform,including detailed descriptions of troubleshooting steps and resolutions.• Perform additional duties as assigned by the direct manager.• Handle customer interactions via email, chat, and the ticketing platform.Additional Responsibilities:• Share new knowledge or troubleshooting techniques with the team to facilitate faster resolutions.• Suggest and/or assist with the implementation of continuous service improvement and automation initiatives.• Communicate with the business and act as a liaison to translate technical requirements appropriately for end-users.• Demonstrate a customer-centric approach, effectively handling difficult end-users.• Travel to other UiPath sites as needed for temporary IT support on a project basis.

• Minimum of 2-3 years of relevant work experience as a helpdesk technician or in a similar role.

1. Technical Interview questions:
2. Outlook issue
3. Mac
4. Previous roles and responsibilities
5. Company portal
6. Networking
7. Mac machine
8. Internet protocol
9. Internet not working troubleshooting steps