MAC TIER3 TECHNICAL SUPPORT ENGINEER
BANGLORE
Looking for a workplace where people realize their full potential, are recognized for the impact they make, and enjoy the company of the peers they work with? Welcome to Zensar! Read on for more details on the role and about us.
What’s this role about?
As a MAC Tier3 Technical Support Engineer, you will be providing Tier3 Technical support to Windows platform to ensure early resolution to the issue faced by users through troubleshooting, proper root cause analysis and problem solving.
Here’s how you’ll contribute:
MAC Tier3 Technical Support engineer undertakes the technical troubleshooting of the issue raised by user. take end-to-end ownership of issue resolution and provide valuable technical expertise for accurate root cause analysis to ensure quick resolution thereby achieving customer satisfaction.
You’ll do this by:
Connecting with user to check on the issue raised
Technical analysis/troubleshooting
Timely updates to the user/s on the progress
Escalating, following up with the product team and ensure closure, if fix/action lies with product team
Proper root cause analysis and problem management
Demonstrating the ability to multitask and re-prioritizing responsibilities based on various type of cases getting assigned
Skills required to contribute:
4+ years of technical experience in handling MAC platform
Excellent Communication skills to handle Europe and US Cisco Users.
Strong troubleshooting skills to handle all kinds of Mac OS X (Catalina and Big Sur) and it’s In-Built Applications issues and isolate hardware issues as well.
Good understanding on Mac OS Folder structures.
Handled Network related issues on both Wi-Fi and LAN.
Handled all kinds of Microsoft Office365 application issues.
Handled VMware fusion Application and Windows 10 VM related issues on Mac OS X.
Handled Filevault2 encryption issues.
Good technical knowledge on Adobe Creative Cloud Applications.
Good knowledge in Mac Imaging/Re-Image through USB installer.
Familiar with Terminal commands.
Finding route cause to any particular issue on Mac OS X Platform, which affects production.
Troubleshoot Cisco applications like WebEx, WebEx scheduler, Cisco AnyConnect.
Troubleshoot unfixed or emerging issues, which was routed by Tier1 and Tier 2 team.
Create Mac OS X & other applications related Knowledge base articles for Tier 1, Tier 2 Team and for Cisco End users.
Provide continuous feedback to Tier 1 and Tier 2 Team on daily basis.
Worked with Service Now tool for Incident Management, Service request.
Flexible to work in rotational Shifts (APAC & EMEA & US shifts)
Advantage Zensar
We are a digital solutions and technology services company that partners with global organizations across industries to achieve digital transformation. With a strong track record of innovation, investment in digital solutions, and commitment to client success, at Zensar, you can help clients achieve new thresholds of performance. A subsidiary of RPG Group, Zensar has its HQ in India, and offices across the world, including Mexico, South Africa, UK and USA.
Zensar is all about celebrating individuality, creativity, innovation, and flexibility. We hire based on values, talent, and the potential necessary to fill a given job profile, irrespective of nationality, sexuality, race, color, and creed. We also put in policies to empower this assorted talent pool with the right environment for growth.
At Zensar, you Grow, Own, Achieve, Learn.
Learn more about our culture: https://www.zensar.com/careers/who-we-are
Ready to #ExperienceZensar?
Begin your application by clicking on the ‘Apply Online’ button below.
Be sure to have your resume handy!
If you’re having trouble applying, drop a line to [email protected].
Primary Location: India-Karnataka-Bangalore
Job Posting: Jun 16, 2022
Experience Required (In Years): Minimum- 4 Maximum- 7
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