This position is currently remote, however, once Covid restrictions are lifted, this would be onsite in Raleigh, NC.
As a macOS Desktop Support Administrator, you should be able to handle first point escalation for all technical and process issues. Duties include:
- Provide technical subject matter expertise on macOS devices.
- Ensure proper communication and quick resolution as a crisis manager.
- Perform Root Cause Analysis for major \incidents.
- Follow quality / security processes defined.
- Perform Trend analysis, identify top few incidents and work with respective teams to minimize reoccurrence.
- Perform troubleshooting, including hardware issues.
- Prepare weekly and monthly status reports.
- Participate in business meetings with various stake holders on a needed basis.
- Take corrective actions based on the customer satisfaction surveys.
- Work on the service improvement programs.
- Effort estimation/reviews as needed for new projects.
- Help train new team members.
- Able to work on Knowledge acquisition and updates to related documents.
Minimum work experience: 3 - 5 Years
