Desktop Support - MAC OS(Remote)

Tata Consultancy Services; Hyderabad, Bengaluru; Remote; INR 420,000 - 660,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Remote Desktop Support Specialist to assist users with MacOS and related hardware/software issues. You will perform OS-level troubleshooting, install and configure firm-standard images, and provide end-user support via calls, chats, and tickets.

The role requires strong communication, customer service, and the ability to prioritize tasks in a high-volume environment.

Qualifications

• Basic technical skills knowledge.
• “Organizational skills” are essential.
• “Self-initiative” and fast learning required.
• Knowledge and experience of using Google workspace.
• Ability to prioritize tasks to minimize business disruption.
• Excellent customer service and communication skills.
• Team player with deadline-oriented mindset.
• Maintain confidentiality of sensitive information.
• Physical ability to move IT equipment.

Responsibilities

• Level II support for supported devices and end user applications.
• Assist users with logged IT incidents/requests escalated by Helpdesk.
• Follow SOPs, Runbooks, and escalation procedures.
• Install, upgrade, and troubleshoot Windows and Mac OS desktop software.
• Manage hardware like desktops, laptops, MacBooks, Chromebooks, printers.
• Perform preventative maintenance on devices/software.
• Receive service requests/incidents for supported devices.
• Diagnose and schedule repairs; coordinate with vendors.
• Leverage manufacturer warranties for incident resolution.
• Order, install, and test replacement parts.
• Conduct performance testing and user acceptance on replacements.
• Adjust configurations per documented procedures.
• Comply with warranty requirements.
• Iron Mountain software installations/troubleshooting and security tasks.
• Install and support applications per Iron Mountain standards (Google suite, Okta, VPN, Adobe, Microsoft, etc).

Skills

End-user support

Customer service

Communication skills

Team player

Fast learner

Organizational skills

Self-initiative

Prioritization

Confidentiality

Hardware handling

Mac OS

Tools

Google Workspace

Remote Desktop Protocol

Windows 11

Mac OS X

Printers configuration

Job description

Remote Desktop Support - MAC OS

Required Technical Skill Set
(Must have keywords)

Responsible for setting up, installing, operating, testing, and troubleshooting Hardware and software issues.

Desired Competencies (Technical/Behavioral Competency)

Must-Have

Required Skills:

• Assist with staff support calls, regarding emails, chats, scheduling, and tickets.
• Basic end-user support for technical issues.
• Working with the IT staff to perform computer builds & installation.
• Assist in the maintenance of IT standards and documentation.
• computers and software.
• Install and configure Firm-Standard Images on Desktops and Laptops
• MacBooks and Chromebooks
• Provide PC Hardware and Software deployment and Support
• Activities include technical requests, configuration, deployment and technical support of all standard Hardware/Software applications.
• Support and Tracking of computer builds and security control softwares as per project standards.
• Provide Printers configuration and support.
• Follow direction of immediate supervisors or Managers to implement new technology.
• Provide after hours emergency support on a rotational basis as per the business requirements.
• Maintain ownership for problem resolution

Qualifications and experience :

• Basic technical skills knowledge
• Organizational skills
• Self-initiative
• Fast learner
• Knowledge and experience of using Google workspace.
• Ability to prioritize tasks to ensure minimum disruption to the business
• Excellent customer service skills.
• Excellent communication skills both written and verbal
• Team player.
• Ability to meet deadlines in a fast paced environment.
• Maintain confidentiality of sensitive and privileged information.
• Physical ability with moving computers, printers and other I.T. equipment

Highly Desirable

• Working knowledge of Remote Desktop Support activities
• Skills related to the Windows 11, MACBook, Chromebook and Printers configuration and support.

SN

Responsibility of / Expectations from the Role

Level II support for supported devices and end user applications

To assist users with any logged IT related incident and requests when escalated by Helpdesk or when called upon

Follow Standard Operating Procedures, Exhaustive Technical and Operations Runbook, Incident Management and Escalation Procedures

Install, upgrade, support and troubleshoot Windows, Mac Operating system and any other authorized desktop software/ applications

Install, upgrade, support and troubleshoot Eligible Recipient Workspace Hardware such as Desktop, Laptops, MacBooks, Chromebooks, Printers and any other authorized peripheral equipment and devices

Perform general preventative maintenance tasks on devices and software

Receive Service Requests/incidents indicating that supported end user or Supported Device

Repair/maintenance is required, perform Diagnosis and Schedule supported End user and Supported Device Repair activity

Coordinate with Third party or OEM vendors to resolve warranty claims for supported end users and Supported device incidents

Use Manufacturer warranty, manufacturer technical support to facilitate incident resolution

Order, provide, Install and test replacement parts for Supported End Users and Supported Devices

Conduct performance Testing as requested and enable users to perform functional testing on replacement Supported End Users and Supported Devices as required

Adjust configuration options as per documented procedures

Comply with all supported End user and Supported Device Warranty requirements/ restrictions

Iron Mountain standard software installations/troubleshooting, driver updates, PC tuning activities, reimaging, security, encryption (BitLocker), antivirus.

Application installation, support, user assistance (Iron Mountain standards such as Google suite, okta, vpn, Adobe, Microsoft etc)