MAC Desk Side Support

Company: Tanisha Systems
Location: Austin
Posted on: September 24, 2022

Job Description:

MAC Desk Side Support
Location: Austin, TX - Onsite from day one
Contract: 12+ Months

Job Description

• 
  
• Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users
  
• 95% MAC support experience is must.
  
• Route problems to internal I.M. support staff.
  
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
  
• Administer and provide User Access and Exit controls.
  
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
  
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
  
• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
  
• Training: Be willing to participate in on-the-job training designed to enhance skills and support capabilities.
  
  
  Eligibility, Knowledge, Skills & Experience
  
  
  • 
    
  • 3-4 yrs of university education post High school (B.Sc. or Diploma)
    
  • 2-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
    
  • Phone support experience is mandatory
    
  • Technical helpdesk or technical call center experience is necessary.
    
  • Disciplined, systematic problem-solving skills required.
    
  • Hands-on work experience with the following:
    
    • 
      
    • MAC support experience is must
      
    • Windows Operating systems - Windows XP/ 7 /10
      
      
      
    • Remote desktop connectivity applications
      
    • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
      
    • MS Outlook:
      
      • 
        
      • Configuring the MS Outlook - via Exchange or POP
        
      • Making Calendar entries - setting up meetings
        
      • Sharing of calendar address book and contacts.
        
      • Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.
        
      • Setting up Rules in MS outlook
        
        
        
      • Internet Troubleshooting:
        
        • 
          
        • Knowledge of the working principles of DHCP and DNS.
          
        • Setting up/troubleshooting wired and wireless connections.
          
        • Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.
          
        • Troubleshooting internet explorer issues - like secured sites not opening
          
        • Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed
          
          
          
        • VPN and remote dial-in users
          
        • Support for laptop, desktops, and printers
          
        • Others: Adobe Acrobat and other common desktop applications
          
        • Basic knowledge of ITIL processes
          
        • Willing to work in 24 x 7 operations
          
          

Keywords: Tanisha Systems, Austin , MAC Desk Side Support, Other , Austin, Texas