Technical Support Engineer

• Provide technical support for Mac OS environments within a corporate IT setup, supporting internal users and resolving technical challenges efficiently.
• Handle service requests, incidents, problems, and tasks using ticketing tools such as Jira or similar platforms.
• Work closely with globally distributed teams to ensure smooth IT operations, timely resolutions, and consistent user experience.
• Deliver high-quality customer-facing support in line with ITIL processes and organizational standards.
• Troubleshoot hardware, software, and network-related issues and escalate when required.
• Maintain documentation, follow standard procedures, and contribute to continuous improvement of IT support processes.

Key Responsibilities

• Manage end-user support for Mac OS systems, applications, and configurations.
• Resolve incidents and service requests raised through ticketing systems, ensuring SLA adherence.
• Work collaboratively with global IT teams across regions on escalations and cross-functional tasks.
• Perform system diagnostics, root-cause analysis, and implement effective solutions.
• Support onboarding/offboarding activities, device setup, and software installations.
• Maintain hardware inventories, troubleshoot peripherals, and enforce IT security best practices.
• Engage with users professionally, ensuring high satisfaction and effective communication.