NTT

4 months ago

Helpdesk Senior Associate - Mac Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Provide L2 support for Apple workstation issues by identifying, prioritizing, researching, isolating, and resolving incidents via phone, email, and chat. Act as a liaison between customers and Client Infrastructure teams, using strong troubleshooting knowledge of macOS and Apple hardware. Follow ITIL best practices for incident and request management, and support device management workflows using MDM tools such as Jamf and Intune.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide L2 technical guidance to resolve reported problems through phone, email, and chat.
•Perform recognition, research, isolation, resolution, and follow-up steps for incidents.
•Act as a liaison between customers and departments within Client Infrastructure.
•Troubleshoot issues across macOS, Apple hardware, and common applications (Safari, Chrome, MS Office, and COTS).
•Apply ITIL best practices for Incident and Request Management; support MDM workflows (Jamf/Intune).

Key Requirements

•Must be a Graduate; B. Tech/B.E or a technical degree preferred.
•Minimum 1 year of international calling experience with good communication skills.
•Strong comprehension and writing skills.
•Excellent customer handling skills and comfort working rotational shifts for 24x7 support.
•Familiarity with latest macOS and experience supporting Apple workstations (MacBook, iMac).

Education:Bachelor's in B. Tech/B.E (technical degree preferred)

Skills:CommunicationWritten communicationCustomer handlingTroubleshootingAbility to work rotational shifts

Certifications:Apple Device Support Certification

Tech Stack:MacOSMacBookIMacSafariChromeMS OfficeITILIncident ManagementRequest ManagementMDMJamfIntuneJamf ProApple workstationsCOTS applications

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT