MAC T3 Technical Support

• 5+ years of experience in T3 technical support for MAC OS, O365, and M365 Apps.
• Excellent communication skills to support Europe and US customers.
• Strong troubleshooting expertise for all MAC OS X (Sequoia, Tahoe) and its built-in application issues, including the ability to isolate hardware problems.
• Good understanding of MAC OS folder structure.
• Experience resolving network-related issues across both Wi-Fi and LAN.
• Handled a wide range of M365 application issues.
• Supported VMWare fusion application issues and Windows 11 VM-related problems on MAC OS X.
• Managed Filevault2 encryption issues.
• Technical knowledge of Adobe Creative Cloud Applications.
• Familiarity with Terminal Commands.
• Ability to identify the root cause of MAC OS X platform issues that impact production.
• Can troubleshoot applications such as Webex, Webex Scheduler, and AnyConnect.
• Performed MAC imaging and re-imaging using a USB installer.
• Ability to troubleshoot unresolved or emerging issues routed from the T1 and T2 teams.
• Worked on ServiceNow for Incidents and Service Requests.
• Worked on SharePoint and OneDrive issues.
• Flexible to work rotational 24*5 shifts.
• Sound knowledge and hands-on experience in troubleshooting the Microsoft Office suite.

Responsibilities

• Take ownership of customer issues escalated from the L2 team and drive each case through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve system-related issues.
• Use a professional, structured escalation approach for unresolved issues with both vendor and internal teams.
• Maintain systems within the domain network.
• Install and deploy operating systems and configure systems accordingly.
• Familiarity with ITIL and ServiceNow for incident management.

Qualifications

• 5+ years of experience in handling T3 technical support in MAC OS, O365 and M365 Apps.
• Excellent communication skills to handle Europe and US customers
• Strong troubleshooting skills to handle all MAC OS X (Sequoia, Tahoe)and its built in application issues and isolate hardware issues
• Good understanding on MAC OS folder structure
• Handled network related issues on both Wi-Fi and LAN
• Handled all kinds of M365 application issues
• VMWare fusion Application and Windows 11 VM related issues on MAC OS X.
• Filevault2 encryption issues
• Technical knowledge on Adobe Creative Cloud Applications
• Familiar with Terminal Commands
• Finding Root Cause of any particular issue on MAC OS X Platform, which affects production.
• Able to troubleshoot applications like Webex, Webex scheduler, Any connect
• MAC imaging and Re-image through USB installer
• Able to troubleshoot unfixed or emerging issues which was routed by T1 and T2 team
• Worked on ServiceNow for Incidents and Service Requests
• Worked on Sharepoint and OneDrive issues
• Flexible to work on rotational 24*5 shift
• Sound knowledge and experience in Microsoft Office suite troubleshooting