Service Desk Analyst (Mac Support)

Pace Automation Limited; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Pace Automation Limited is seeking an IT Support specialist in Bengaluru to handle advanced troubleshooting for macOS, Windows support, and end-user services. You will work with Zero Touch Provisioning and remote tools to resolve incidents under SLA-driven guidelines.

The role requires strong problem-solving, customer-focused communication, and experience with ITIL processes across global teams, including night shifts.

Qualifications

• Experience in IT end-user support under SLA environments.
• Strong problem-solving and incident resolution skills.
• Excellent interpersonal and communication abilities with a customer-first mindset.

Responsibilities

• Advanced troubleshooting for macOS including reimaging, crash analysis, and log collection.
• Windows support including remote reimage, BSOD handling, performance optimization, and app crash fixes.
• End-User Support with Zero Touch Provisioning and remote support tools (Zoom, etc.).
• Familiarity with ITIL processes (Incident, Change, Problem Management) and 24/5/night shift rotations.

Skills

Remote support tools

Zero Touch Provisioning

SLA-driven support

Customer-first mindset

Tools

Active Directory

Office 365 / Google Workspace

Exchange 365 / Google Admin Suite

ServiceNow

VPN: Global Protect / Zscaler

Zoom / Zoom Phone

Conferencing: Zoom/BlueJeans/MS Teams

Box/SharePoint/OneDrive/Google Drive

Job description

Roles and Responsibilities

• Advanced troubleshooting for macOS (Reimaging, crash analysis, log collection)
• Windows support (Remote reimage, BSOD, performance optimization, app crash fixes)
• End-User Support:
  • Expertise in Zero Touch Provisioning and remote support tools (Zoom, etc.)
  • Strong problem-solving and incident resolution skills under SLA-driven environments
  • Excellent interpersonal and communication abilities with a customer-firstmindset
• Tools & Technologies:
  • Active Directory (User provisioning, permissions, policy management)
  • Office 365 / Google Workspace administration
  • Exchange 365 / Google Admin Suite configuration & support
  • Amazon Cloud PC and Telephone Apps (Amazon Connect, Zoom Phone, etc.)
  • ServiceNow (Ticketing, Incident & Request Management)
  • VPN solutions: Global Protect, Zscaler
  • Conferencing Platforms: Zoom, BlueJeans, Microsoft Teams
  • Collaboration Tools: Box, SharePoint, OneDrive, Google Drive
  • Networking & Infrastructure:
    • Knowledge of Networking fundamentals (LAN/WAN, IP, DNS, DHCP, VPN)
    • Support for Cloud-based environments and endpoint connectivity issues
  • ITServiceManagement:
    • Familiarity with ITIL processes (Incident, Change, and Problem Management)
    • Proven ability to work in 24/5 and night shift rotations supporting global teams