MAC Specialist

Role- JAMF support

Location- Miami, Florida

Buy Rate- $25/hr on W2 or $30/hr on C2C

JD :

• In-depth experience navigating around Windows 10 and MacOS Terminal / GUIs

• Experience with command-line tools like ps, grep, top, wget, tasklist, netsh,

• Experience troubleshooting advanced desktop/laptop issues.

• Experience with macos patching, Jamf Policies, Configuration Profiles and Patch deployment.

• Experience in OS update for mac and windows.

• Experience in creating packaging using composer, packages, etc.

• Should possess good knowledge in ITIL process

• TCP/IP LAN/WAN networking

• Experience configuring and troubleshooting Android devices

• Experience configuring and troubleshooting iOS devices

• Expert knowledge configuring MS Office 365 and other business applications

• Excellent written, verbal, and interpersonal communications skills

• Great analytical and creative problem-solving skills

• Strong customer service skills

• Jamf Pro or Apple , CompTIA, A+, and Network+ or similar certifications would be preferred

Responsibilities

• Coordinate desktop changes to avoid deployment collisions.

• Prepare requests for rollout

• Prioritize change requests

• Create rollout plans for changes requests

• Coordinate implementation process

• Keep track of request and make sure they are implemented as planned

• Participate in incident handling concerning desktop changes.

• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

• Microsoft environment knowledge (desktop & server).

• Have some level of technical understanding of the products building up a desktop service.

• Experience from the desktop environment.

Technical Requirements

• Phone support experience necessary.

• Technical Service desk or technical call center experience is necessary.

• Disciplined, systematic problem solving skills required.

• Windows Operating systems

• Clients: Windows7, Windows Vista, Windows XP, Windows 2000

• Servers: Windows 2000, Windows 2003, Windows 2008

• Knowledge of Active Directory, Exchange 2003/2007

• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• Internet browsers (e.g. Explorer, Chrome, Firefox),

• VPN and remote dial-in users

• Support for laptop, desktops, and printers

• PDA and blackberry support

• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

• Ability to troubleshoot and PCs, printers, and cellphones with MAC & Windows.

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Good working knowledge of MS OFFICE (Including MS Project and Visio)

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive HCL’s value and its methodology

Years of Experience

• Relevant : 2 - 3+ years of Service desk/desk side, customer service, and support experience with problem solving involving hardware

Certification requirements

• Preferred MCP/MSCE/MSCA

• Preferred Apple Certification

• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred