Futran Tech Solutions Pvt. Ltd.

Compensation

Full Description

Position : Level 1Mac Support Analyst Location : Austin,TX (On-site) In your role as a Level 1Mac Support Analyst, you will be responsible for handling first level support via both telephone and remote support using vnc tool. Your responsibilities will focus on supporting our Mac network of computers, our agents and the ongoing improvements to IT systems and infrastructure. This position requires demonstrable skills and expert proficiency with Mac OS 10.8 - 10.15 and iOS 8-13 as well as a strong knowledge of Jamf and the Helpline ticketing system. This position requires a high level of independence and strong customer service skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. This is not a job for someone who wants to do the same thing from day to day - there is a lot of variety and a lot of opportunity. We enjoy our work and our clients, and we'd like to find someone who fits well within this culture. Responsibilities • Diagnose and troubleshoot incoming client help desk requests and calls • Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services • Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel • Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, e-mail, and operating systems • Install and troubleshoot software including Office 365, Appleconnect VPN, Pages, Numbers, Notes, Apple Mail etc. • Knowledgeable in software deployment using JAMF (Casper) • Extremely knowledgeable with Helpline Ticketing Tool • Assist with new employee on boarding (hardware configuration, user accounts, training) • Assist with technical help on the access control, UPS and CCTV Qualifications • Proven trouble shooting skills • Ability to establish priorities, work independently and proceed with objectives without supervision • Ability to develop/follow standard processes and complete documentation as needed • Ability to communicate well with clients, including clear explanations of complex technology issues • Must-Have Soft Skills • GREAT attitude • Good communications • Strong work ethic • Dedication to our team • Ability to work independently • Ability to empathize and align with customers' needs • Great customer service - helpful and calm under pressure