IT Support Analyst - Mac (Monday - Friday 10:30 AM IST to 7:30 PM IST )

Glidewell Dental; Chennai; On-site; USD 341 - 682; Full time

Job summary

Join a forward-thinking company as an IT Support Analyst specializing in Mac systems. This role involves providing Level 1 support, troubleshooting hardware and software issues, and assisting users with technical challenges. You'll work closely with various teams, ensuring outstanding customer service and responsiveness. The ideal candidate will have strong communication skills and a passion for technology, contributing to a collaborative environment. If you're ready to make a difference in a dynamic setting and support users across the globe, this opportunity is perfect for you.

Qualifications

• Experience providing technical support for Mac and Apple products.
• Strong communication skills for assisting international users.

Responsibilities

• Provide Level 1 IT support via calls and emails.
• Diagnose and resolve hardware and software issues.
• Maintain relationships with various departments.

Skills

Technical Support

Communication Skills

Troubleshooting

Customer Service

Remote Support Tools

SQL Server

Internet Security Management

Education

High School Diploma or GED

Tools

Microsoft 365

Active Directory

SharePoint

Kronos

Proxy Master

VNC Client

Job description

IT Support Analyst - Mac (Monday - Friday 10:30 AM IST to 7:30 PM IST)

Get AI-powered advice on this job and more exclusive features.

• Answers all incoming calls and IT emails providing Level 1 support in a timely manner.
• Enters appropriate and usable data into CRM IT Technical Support Ticketing system.
• Provides troubleshooting assistance through the use of remote control tools such as Proxy master and VNC Client to connect to customers for remote support.
• Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call.
• Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.
• Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems.
• Manages internet security via Websense; adds and removes objects as well as manage permissions.
• Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.
• Creates simple queries and runs pre-written stored procedures in SQL Server 2008.
• Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS SharePoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.
• Provides outstanding customer service and responsiveness to all end-users across all locations.
• Guides users through step-by-step solutions.
• Assists users in operating IT equipment.
• Provides technical assistance and training, and recommends remedial actions, as needed.
• Escalates complex issues to different IT Teams, as necessary.
• Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded.
• Creates, assigns, and reopens tickets to appropriate IT Technical Support office.
• Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.
• Establishes and maintains strong working relationships with various Company departments and team members.
• May serve as a resource to other team members in resolution of technical issues.
• May contribute to library of Knowledge Base articles.

Education and Experience:

• High School Diploma or GED.
• Experience providing technical support for Mac and Apple products.
• Strong communication skills with the ability to speak clearly and understand what is being said to them.
• Experience supporting international users over the phone and through live chat.
• Strong technical skills and experience supporting enterprise applications, such as Microsoft 365, Active Directory, SharePoint, Teams, OneDrive, and Mac OS.
• Ability to document knowledge articles for new problems that come up during the day to day.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Medical Equipment Manufacturing