*Dear All,*
*Please find the below requirement and send me the suitable profiles. Thanks!!* *Title: Mac / Windows Technical Support Analyst* *Location: Pittsburgh, PA/ Cleveland, OH Duration: 12 months* *Job Description:* Mac / Windows Technical Support Analyst Description: The engineer in this role will be a member of a team that provides 3rd-tier support and troubleshooting for the corporate fleet of Macintosh OSX and Windows 7 Enterprise PCs, though Macintosh support will be the primary role for this candidate. Prior experience supporting Macintosh OSX in a locked-down, corporate environment is preferred. The analyst will be part of an on-call rotation, therefore some off-hours and weekend availability is required. Primary Responsibilities: • Overall Support Responsibilities (Mac & Win 7) o Provide escalated support for the Help Desk, 2nd tier, and end-users of Macintosh and Windows 7 Enterprise PCs o Troubleshoot a variety of application and connectivity issues. Engage other support teams or external software vendors as required. o Take ownership of and work support incidents received through a corporate ticketing system (ServiceNow) o Document and share incident resolutions, best practices, and process improvements o Other duties as assigned • Macintosh OSX Support o Provide escalated support and training for an environment of approximately 150 Macintosh OSX devices o Support OS and corporate application updates (Yosemite, XCode, Office, Adobe Products, etc.) Manage Mac OS X updates through Apple’s SUS and JAMF’s NetSUS. Package and test approved applications, patches and updates. Test and maintain new Mac OS X builds. o Process new Apple hardware orders, which includes the imaging & shipping of new Macs to end-users o Update internal documentation, including a Mac OS User & Deployment guide, KB articles, and Macintosh internal social networking pages for end-user tips o Maintain Mac asset management through spreadsheets on SharePoint, JSS & JAMF SCCM-plugins. o Training, mentoring and documenting for support staff on system deployment and support procedures • Windows 7 Enterprise Support o Provide escalated support and training for an environment of approximately 80,000 Windows 7 Enterprise devices o Troubleshoot application issues including Microsoft Office 2013, Symantec Endpoint Protection 12, Lotus Notes, Java and .NET-based applications, Windows Updates, SCCM deployments, and other end-user applications o Troubleshoot Dell & Lenovo device driver and hardware issues o Provide basic VMWare virtual machine troubleshooting support Required Tools/Knowledge: • Apple Macintosh OSX, Windows 7 Enterprise • Apple SUS, JAMF’s NetSUS • Microsoft SCCM 2007/2012 • Symantec Endpoint Protection • Lotus Notes 8.5 • Automated PC/Mac Imaging Procedures • General Knowledge of Corporate Applications: Microsoft Office 2013, Adobe Products, Policy-Controlled Internet Browsers (IE11, Chrome, Firefox, Safari), SharePoint • General Networking Knowledge: DHCP, DNS, IP Addressing, VPN Connectivity, Wifi Configuration Experience: • 5+ Years of Macintosh Support in a Corporate Environment • 3 – 5 Years of Windows Support in a Corporate Environment Thank you, Raj Lead - IT Recruiter Desk: 330 286 0387 rgu...@empyra.com
