Work Location : Global Village
 
NOTE : Need candidates who has excellent communication and experience in handling international clients.
 
Highlighted skills are mandatory
 
Job Description
- Acknowledge and resolve the Incident/Service request as per resolution SLAs
- To assign the Incidents to the relevant Groups if beyond desktop scope.
- Excellent written and verbal communication skills in English.
- If require information or support will co-ordinate with other teams.
- Follow all Processes required for an Incident (Incident Creation Process, Escalation matrix)
- Should have good knowledge and troubleshooting skills on Mac desktops and laptops.
- Should have good troubleshooting skills on: OSX, Apple Mail and iCal, Mac Office Suite and folder access permissions.
- Must have good knowledge on Windows 7, 8 and 10 workstation OS
- Must have excellent knowledge on troubleshooting peripheral devices like printers and scanners.
- General idea on Creation and on-going maintenance of approved MAC builds and productivity software suites
- General idea on Remote deployment of MAC builds and regular OS updates and patches 
- Timely resolution of incidents and requests, ensuring SLA compliance
- Appraise Customer of progress regarding Incidents and requests and any corrective action been taken. 
- Apple Certified Mac Technician Certification (ACMT) preferred
- An understanding of the ITIL Principles
- The candidate should be ready to learn new technologies and scale up quickly.