Desktop Support- macOS

Job description:

- Experience and Certification:
- 2+ years of experience in IT support, preferably with Apple products.
- Certifications like Apple Certified Support Professional (ACSP) or Apple Certified Mac Technician (ACMT) are a plus.

- Technical Skills:
- In-depth knowledge of macOS and Apple hardware.
- Familiarity with Apple diagnostics tools like Apple Configurator, Disk Utility, and Terminal.
- Understanding of networking concepts and protocols (e.g., Wi-Fi, VPN, file sharing).
- Basic experience with MDM (Mobile Device Management) tools like Jamf or Intune.

Key Responsibilities:

1. Technical Support:
- Diagnose and resolve hardware and software issues on MacBook devices.
- Assist with macOS installations, updates, and configurations.
- Provide guidance on using MacBook features and applications.

2. Troubleshooting:
- Identify and fix performance, connectivity, and compatibility issues.
- Analyze error logs and system messages to determine root causes.
- Address hardware issues, including battery, keyboard, trackpad, and display problems.

3. Maintenance and Upgrades:
- Perform regular system maintenance, including firmware and security updates.
- Upgrade hardware components like RAM and SSD when needed.
- Ensure devices are compliant with organizational policies and security standards.

4. **User Training and Documentation:**
- Conduct training sessions on MacBook usage and best practices.
- Create and maintain technical documentation, including troubleshooting guides.
- Respond to user inquiries and provide clear, non-technical explanations.

5. Integration and Compatibility:
- Ensure MacBooks work seamlessly with network systems, printers, and other peripherals.
- Assist with the integration of third-party applications and services.

6. Support Tools and Inventory:
- Use remote support tools to assist users effectively.
- Maintain an inventory of MacBook devices and accessories.
- Coordinate with Apple service centres for repairs under warranty.

7. Collaboration and Reporting:
- Work closely with the IT team to enhance system performance and reliability.
- Document and escalate unresolved issues to Apple or higher-level technical teams.
- Provide reports on common issues, resolutions, and user feedback.

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Desktop Support Mac OS