Helpdesk Senior Associate - Mac Support

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 420,000 - 540,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru, Karnataka, India, seeks a Helpdesk Senior Associate - Mac Support to provide L2 guidance for macOS and Apple devices in a 24x7 environment.

The role emphasizes strong communication and writing skills, familiarity with Jamf/Intune MDM, and ITIL knowledge; rotation shifts apply, with exposure to latest macOS and Apple hardware.

Qualifications

• Graduate with technical degree; B.Tech/B.E. preferred.
• Proven communication and writing skills; 1 year international calling experience.
• Willingness to work in rotational 24x7 shift.
• Hands-on with macOS and Apple hardware (MacBook, iMac).
• Familiarity with Jamf Pro / MDM and ITIL practices.

Responsibilities

• Provide L2 technical guidance via phone, email, or chat for Mac devices.
• Identify, prioritize, and resolve reported issues.
• Serve as liaison between customer departments within Client Infrastructure.
• Troubleshoot macOS, Apple hardware, Safari, Chrome, and MS Office.
• Apply ITIL incident and request management practices.
• Understand MDM solutions (Jamf/Intune).
• Knowledge of Jamf Pro is an added advantage.

Skills

Communication skills

Written communication

Customer handling

Rotational shift

macOS

Apple hardware

Apple devices

ITIL

L2 support

Education

Graduate

B.Tech

B.E.

Tools

Jamf Pro

Intune

Job description

Job Summary

We are currently seeking a Helpdesk Senior Associate - Mac Support to join our team in Bangalore, KarnAtaka (IN-KA), India (IN).

Requirements

• Helpdesk Senior Associate at Grade-5 position in Service Desk
• Must be a Graduate. B. Tech/B. E or any other technical degree preferred
• Good communication skills with a minimum of 1 year of international calling experience
• Good comprehension writing skills.
• Must possess excellent customer handling skills
• It should be comfortable to work in rotational shift with 24x7 support window
• Familiarity with latest macOS
• Experience in handling Apple workstations (MacBook, iMac etc.)
• Experience in supporting Apple device (MacBook, iMac).

Job Description

• Provide L2 with technical guidance in activities associated with identification, prioritization resolution of reported problems through Phone, Email Chat.
• Activities include recognition, research, isolation, resolution follow up steps.
• Typically, the associate level participates in a supportive role by acting as a liaison between customers departments within the Client Infrastructure.
• Strong troubleshooting knowledge of macOS, Apple Hardware, Safari, Chrome, MS Office COTS applications etc.
• Sound knowledge of ITIL best practices around Incident Request Management procedures.
• Understanding on how MDM solutions (Jamf/Intune) work.
• Apple Device Support Certification (Added advantage).
• Familiarity with Jamf Pro (Added advantage)