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.

4. 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.

5. 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 Bank
📍 Mumbai