Mac Support Engineer (contract) Job in Mandiant

Act as a single point of contact for walk-in, phone calls and emails from internal/external employees / end customers regarding IT issues and queries.

Receiving, logging and managing calls from customers via telephone and email.

Responsible for handling Incident queues, ensure that response and resolution SLA are met as per the SLA s agreed with the customer.

Escalate unresolved calls to the appropriate support groups.

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

Providing Deskside support including IT asset management for Pune Office.

Collaborating with external IT vendors to resolve user s hardware issues.

The role is 24*7 rotational with night shifts in the alternate month

Qualifications

Excellent communication skills and telephone manner.

Knowledge and working experience in any Incident management tool.

Hand on experience in trouble shooting windows and MAC machines.

4-years of experience in supporting users through phone / remote session.

4-years of Experience in SD team and phone support.

4 years of experience in an MNC supporting minimum 2000 Users

Basic DNS knowledge.

Basic DHCP knowledge.

Basic Active Directory knowledge.

Basic O365 knowledge

Creating user accounts, reset passwords, unlock account etc. in AD.

Creating security /distribution groups.

Basic Knowledge about Proxy server.

Basic Knowledge about IP address, VLAN.

Troubleshooting VPN client.

Troubleshooting of MAC OS and Windows OS

Basic understanding of JAMF

Troubleshooting Outlook and other software installations.

Strong knowledge of Microsoft based operating systems.

Basic knowledge in Antivirus software.

Trouble shooting IE, Chrome, Mozilla and other browsers.

Wireless Concept and troubleshooting wireless issues