GSD Specialist
- India
- Permanent
- Full-time
- Provide exceptional support to Enterprise clients via phone, email, support tickets, chat and community forum interaction.
- Clearly document all troubleshooting steps and relevant interaction details to facilitate a consistent customer support experience.
- Focus on first contact issue resolution with follow up as needed.
- Contribute to documentation of client IT processes and procedures.
- Assist in identifying trends in user reported issues and developing solutions for common problems.
- Contribute to the creation of knowledge base articles for the end user, IT partners and Help Desk staff.
- Manage and assist in the administration of device management through the Jamf Pro suite.
- Assist in change management and compatibility testing of configuration changes on new and existing versions of iOS and macOS.
- Provide best effort support for macOS virtualization solutions, which may include supporting the Windows operating system.
- Other duties as assigned.
- Deep knowledge of Apple hardware and software.
- Conscientious task ownership and follow-through.
- Experience providing support for macOS and iOS.
- Experience operating and integrating macOS systems in a predominantly Windows environment.
- True customer focus, with a powerful drive to provide exceptional experiences to our internal and external customers.
- Understanding of enterprise architecture and IT systems a plus.
- Excellent organizational skills, able to track and balance tasks and resources across multiple projects.
- Excellent interpersonal skills, with a strong focus on team success.
- 24/7 scheduling availability (night and weekend availability required, including overnight), supporting the AMEC, EMEA and APAC regions.