Job Description
Description
• Act as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.
• Diagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.
• Provide in-depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management (MDM) configurations.
• Deliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.
• Communicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.
• Own and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.
• Collaborate with Ti...
• Act as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.
• Diagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.
• Provide in-depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management (MDM) configurations.
• Deliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.
• Communicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.
• Own and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.
• Collaborate with Ti...