MAC T3 Technical Support

Required Skills:

• 5+ years of experience in handling T3 technical support in MAC OS, O365 and M365 Apps.
• Excellent communication skills to handle Europe and US customers
• Strong troubleshooting skills to handle all MAC OS X (Sequoia, Tahoe)and its built in application issues and isolate hardware issues
• Good understanding on MAC OS folder structure
• Handled network related issues on both Wi-Fi and LAN
• Handled all kinds of M365 application issues
• VMWare fusion Application and Windows 11 VM related issues on MAC OS X.
• Filevault2 encryption issues
• Technical knowledge on Adobe Creative Cloud Applications
• Familiar with Terminal Commands
• Finding Root Cause of any particular issue on MAC OS X Platform, which affects production.
• Able to troubleshoot applications like Webex, Webex scheduler, Any connect
• MAC imaging and Re-image through USB installer
• Able to troubleshoot unfixed or emerging issues which was routed by T1 and T2 team
• Worked on ServiceNow for Incidents and Service Requests
• Worked on Sharepoint and OneDrive issues
• Flexible to work on rotational 24*5 shift
• Sound knowledge and experience in Microsoft Office suite troubleshooting

• Taking ownership of customer issues escalated from L2 team and seeing problem through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Professional and structured escalation approach of unresolved issues with vendor teams and internal teams.
• Maintenance of the system within the domain network
• Installation and deployment of OS and configuring the system.
• Familiar with ITIL – ServiceNow for Incident Management.

• 5+ years of experience in handling T3 technical support in MAC OS, O365 and M365 Apps.
• Excellent communication skills to handle Europe and US customers
• Strong troubleshooting skills to handle all MAC OS X (Sequoia, Tahoe)and its built in application issues and isolate hardware issues
• Good understanding on MAC OS folder structure
• Handled network related issues on both Wi-Fi and LAN
• Handled all kinds of M365 application issues
• VMWare fusion Application and Windows 11 VM related issues on MAC OS X.
• Filevault2 encryption issues
• Technical knowledge on Adobe Creative Cloud Applications
• Familiar with Terminal Commands
• Finding Root Cause of any particular issue on MAC OS X Platform, which affects production.
• Able to troubleshoot applications like Webex, Webex scheduler, Any connect
• MAC imaging and Re-image through USB installer
• Able to troubleshoot unfixed or emerging issues which was routed by T1 and T2 team
• Worked on ServiceNow for Incidents and Service Requests
• Worked on Sharepoint and OneDrive issues
• Flexible to work on rotational 24*5 shift
• Sound knowledge and experience in Microsoft Office suite troubleshooting