Mac Expert Support (L3)

We are hiring for Mac Expert Support (L3) professionals with expertise in:

• macOS Administration & Troubleshooting
• Jamf Pro / MDM Solutions
• ServiceNow & Incident Management
• Shell Scripting / Command Line
• Identity & Access Management
• Enterprise Mac Device Support

Experience: 7+ Years
Location: Bangalore
Role: Mac Expert Support SME

Service Scope Description

• Expert knowledge and Proven experience in handling complex Mac-related technical issues
  •Demonstrated success working in third-level or specialist support environments
  •Experience with ticket-based support systems and SLA-driven environments
  Technical Skills
  •Strong knowledge of macOS operating systems, hardware, and common enterprise applications
  •Proficiency with ServiceNow (or similar ITSM tools) for incident management and knowledge base maintenance
  •Familiarity with Mac management tools (such as Jamf, Apple Remote Desktop, or similar MDM solutions)
  •Ability to perform remote troubleshooting and basic Mac system maintenance
  •Basic scripting knowledge or ability to execute pre-documented maintenance scripts
  •Experience with log analysis and diagnostic tools for macOS

Programming Languages & Technical Stack

• MacOS Expertise
  • Jamf
  • CommandLine proficiency
  • Shell Scripting
  • MDM (Enterprise Mobility Management)
  • IAM (Identity and Access management)

Tooling & Collaboration

• Jamf
  • Apple Remote Desktop or similar MDM solutions
  • ServiceNow

Other Requirements
• Provide advanced Mac support as part of a global team.
• Review and prioritize Mac tickets daily; resolve within SLA and escalate as needed.
• Assign tickets to appropriate support teams or external partners.
• Document all ticket actions thoroughly; manage backlog handovers with full continuity

Technical Support & Troubleshooting
• Perform troubleshooting and maintenance on macOS per guidelines.
• Support remote sessions and collect logs for escalation.
• Escalate outages and communicate with stakeholders per procedure.