The Apple Technical Support Engineer will be responsible for providing technical assistance, troubleshooting, and maintenance for macOS, iOS, and Apple ecosystem devices for our customers. The role involves ensuring seamless device performance, secure configurations, and compliance with enterprise IT and security policies (including BFSI standards, if applicable).
Key Responsibilities:-
- Provide Level 1 & 2 technical support for macOS, iOS, and Apple peripherals (MacBook, iMac, iPad, iPhone).
- Manage device onboarding, configuration, and compliance using MDM solutions such as Jamf Pro or Intune.
- Troubleshoot hardware, software, and network connectivity issues for Apple devices.
- Support email and collaboration tools (e.g., Apple Mail, Microsoft Outlook, Google Workspace, Microsoft Teams).
- Coordinate with internal team and OEM for escalations, replacements, and warranty claims.
- Knowledge on Manage updates, patches, and OS upgrades through Apple Business Manager and enterprise tools.
- Ensure adherence to security frameworks, including device encryption, compliance policies, and endpoint protection.
- Document incident resolutions, FAQs, and user guides.
- Conduct periodic training sessions for end-users to enhance productivity using Apple devices.
- Participate in projects involving Apple ecosystem integration (SSO, certificate-based auth, NAC, etc.).
Required Skills and Qualifications:-
- Bachelors degree in Information Technology, Computer Science, or related field.
- 3-6 years of experience in Apple device management or enterprise technical support.
- Strong hands-on knowledge of macOS, iOS, and Apple Business Manager (ABM).
- Familiarity with network troubleshooting tools and protocols (Wi-Fi, DHCP, VPN, NAC).
- Understanding of enterprise security compliance, especially in regulated sectors (e.g., BFSI).
- Excellent communication, problem-solving, and customer service skills.
