Responsibilities

Direct Responsibilities 1.

Advanced Technical

Support (L2)

Act as the primary escalation point for complex macOS issues that cannot be resolved by the L1 Service Desk.

Troubleshoot hardware failures, kernel panics, and OS-level instabilities.

Diagnose and resolve complex connectivity issues (VPN, Wi-Fi, DNS, and Active Directory integration).

Provide high-touch executive support (VIP support) for leadership teams.

Hands-on experience on Apple device management tools 2. MDM & Fleet Management

Manage and maintain the Mobile Device Management (MDM) platform (e.g., Jamf Pro, Kandji, Mosyle, or VMware Workspace ONE).

Create, test, and deploy configuration profiles, scripts, and software packages.

Manage the Apple Business Manager (ABM) portal and Automated Device Enrollment (ADE).

Ensure all macOS devices are compliant with company security policies (encryption, patching, and password requirements). 3.

Application

Support

Install, configure, and troubleshoot business-critical applications (e.g., Adobe Creative Cloud, Microsoft 365, MS Teams, , and proprietary internal apps).

Manage application lifecycle: testing current versions, deploying updates, and decommissioning legacy software.

Collaborate with global counterparts (L3) to resolve bugs or performance issues.

- Security & Compliance

Ensure FileVault encryption is active and recovery keys are securely managed.

Deploy and manage security agents (EDR/AV) on all Mac endpoints.

Coordinate OS patching and security updates to mitigate vulnerabilities.

- Documentation & Mentorship

Create and maintain internal Knowledge Base (KB) articles for both L1 technicians and end-users.

Mentor L1 support staff to improve their first-call resolution (FCR) rates for Mac-related issues.

Contributing

Responsibilities

· Active Team Player.

· Communicate with customers, resolve complaints, problems, assuring the service quality of the Technical Support Services Team.

Technical & Behavioral Competencies





Experience: 7-8 years of professional experience in IT support, with at least 4 years specifically focused on macOS in an enterprise environment.

MDM Expertise: Proven experience with Jamf Pro (or similar MDM) is mandatory.

Scripting: Proficiency in Bash or Python for automating macOS tasks.

Networking: Strong understanding of TCP/IP, DHCP, DNS, and VPN protocols.

Identity Management: Experience integrating Macs with Active Directory, Okta, or Google Workspace

Specific Qualifications

Education: Bachelor’s degree in computer science, Information Technology, or equivalent experience.

Certifications (Preferred)

Jamf Certified Tech (Jamf 200/300).

- Apple Certified Support Professional (ACSP).

Soft Skills

Analytical Thinking: Ability to approach complex problems methodically.

Communication: Ability to explain technical concepts to non-technical users. Can communicate smoothly with global team.

Customer Centricity: A strong desire to provide a "white-glove" experience for the end-user.

Time Management: Ability to manage a ticket queue while working on long-term project tasks.

Skills Referential (Required knowledge, skills and abilities)

Soft Skills

Analytical Thinking: Ability to approach complex problems methodically.

Communication: Ability to explain technical concepts to non-technical users. Can communicate smoothly with global team.

Customer Centricity: A strong desire to provide a "white-glove" experience for the end-user.

Time Management: Ability to manage a ticket queue while working on long-term project tasks.

Performance

Metrics (KPIs)

Mean Time to Resolve (MTTR): Average time taken to resolve L2 tickets.

SLA Compliance: Percentage of tickets resolved within the agreed timeframe.

Fleet Compliance: Percentage of devices up-to-date with OS patches and security software.

User Satisfaction (CSAT): Positive feedback from end-users regarding support quality.

Behavioral Skills: Respect to Persons

Excellent Command over English

Email writing skills Location: Mumbai

📌 MacOS & Application Support Engineer (Mumbai)
🏢 BNP Paribas
📍 Mumbai