Job
MAC Support Specialist
Abu Dhabi, UAE
: B.Sc. in Computer Science/Engineering or equivalent
: Any Nationality
: 6 - 10 years
: ACADEMIC EDUCATION
: Information Technology
: 07 - Jul - 2021
Job Description
  • Ensures an end-to-end and positive customer support experience through single point-of-contact, deep problem understanding, taking ownership, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
  • Addresses and resolves IT incidents and service requests.
  • Logs all incidents and requests using the appropriate service categories using the IT Service Management tool.
  • Analyzes and resolves incidents and requests regarding use of application software or hardware.
  • Report on the incident resolution and monitor Service Level requirements and achievements.
  • Provide first level remote support and convey resolutions to customer issues within the agreed service level agreement (SLA)
  • Perform Installations, Moves, Adds and Changes (IMAC) of IT Equipment, and connecting it to networks, installing software (new and upgrades), coordinating all infrastructure changes, re-loading data, and performing configuration functions.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • As necessary, develop and implement master images for standard laptops, workstations, and desktops, determine configuration profiles or other specifications of its computer equipment.
Desired Candidate Profile
  • B.Sc. in Computer Science/Engineering or equivalent. ITIL Certification is a plus.
  • 6 years of relevant technical experience
  • Extensive knowledge and experience with Mac computer support and related hardware and accessories
  • Must have excellent verbal and written English communication skills.
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