Mac Expert Support (L3)

Tech Mahindra; Bengaluru; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Tech Mahindra is seeking a Mac Expert Support SME (L3) in Bangalore. You will handle macOS administration, Jamf Pro, ServiceNow incident management, and enterprise Mac device support, with 7+ years of experience required.

Join a global team to resolve complex Mac issues, perform remote troubleshooting, analyze logs, and ensure SLA adherence using ITSM tools and MDM solutions.

Qualifications

• Extensive macOS expertise for enterprise environments.
• 3rd level or specialist support experience.
• Experience with ticketing systems and SLA-driven operations.
• Proficient in ServiceNow and Jamf for incident management and device management.
• Familiarity with Mac management tools and remote troubleshooting.
• Ability to run pre-documented maintenance scripts.

Responsibilities

• Provide advanced Mac support as part of a global team.
• Review and prioritize Mac tickets daily and resolve within SLA.
• Assign tickets to appropriate teams or external partners.
• Document all ticket actions and ensure continuity during backlog handovers.
• Perform remote troubleshooting and collect logs for escalation.
• Escalate outages and communicate with stakeholders per procedure.

Skills

macOS Admin

Jamf Pro

ServiceNow

Shell Scripting

IAM

Enterprise Mac Support

MDM Solutions

Tools

Jamf

Apple Remote Desktop

ServiceNow

Job description

We are hiring for Mac Expert Support (L3) professionals with expertise in:

• macOS Administration & Troubleshooting
• Jamf Pro / MDM Solutions
• ServiceNow & Incident Management
• Shell Scripting / Command Line
• Identity & Access Management
• Enterprise Mac Device Support

Experience: 7+ Years

Location: Bangalore

Role: Mac Expert Support SME

Service Scope Description

• Expert knowledge and Proven experience in handling complex Mac-related technical issues
• Demonstrated success working in third-level or specialist support environments
• Experience with ticket-based support systems and SLA-driven environments
• Technical Skills
• Strong knowledge of macOS operating systems, hardware, and common enterprise applications
• Proficiency with ServiceNow (or similar ITSM tools) for incident management and knowledge base maintenance
• Familiarity with Mac management tools (such as Jamf, Apple Remote Desktop, or similar MDM solutions)
• Ability to perform remote troubleshooting and basic Mac system maintenance
• Basic scripting knowledge or ability to execute pre-documented maintenance scripts
• Experience with log analysis and diagnostic tools for macOS

Programming Languages & Technical Stack

• MacOS Expertise
• Jamf
• CommandLine proficiency
• Shell Scripting
• MDM (Enterprise Mobility Management)
• IAM (Identity and Access management)

Tooling & Collaboration

• Jamf
• Apple Remote Desktop or similar MDM solutions
• ServiceNow

Other Requirements

• Provide advanced Mac support as part of a global team.
• Review and prioritize Mac tickets daily; resolve within SLA and elevate as needed.
• Assign tickets to appropriate support teams or external partners.
• Document all ticket actions thoroughly; manage backlog handovers with full continuity

Technical Support & Troubleshooting

• Perform troubleshooting and maintenance on macOS per guidelines.
• Support remote sessions and collect logs for escalation.
• Escalate outages and communicate with stakeholders per procedure.