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Job Opening details:-
Company Name :- Citi
Position Name :-
Company Location :- Chennai, Tamil Nadu
Job Category : General jobs
Full Job Description :-
CTI End User Services is seeking an Apple Mac OS Support Analyst to join our Global Operations Level 3 Support Team. The focus of this position is to provide macOS and JAMF support expertise to Citi’s Apple Mac end user population within the APAC region. The successful candidate for this position will be expected to collaborate and work with our internal macOS, JAMF and Security Engineering teams as well as Citi’s Apple Mac Product Management partners.
Currently Citi are approaching 1500 JAMF managed Apple Mac devices around the globe. This population is expected to grow to 2000 by the end of the year with majority of the growth coming from the APAC region. Approximately half of the current Apple Mac population is made up of mobile iOS and Android developers. Mobile application development is the fastest growing business within Citi’s Apple Mac platform. Other functions that rely on Citi’s Apple Mac platform are the Design and Creative teams who own the production of printed marketing materials, the creation and testing of web sites, and video production. The remainder of Citi’s Apple Mac population consists of engineering support, testing, and quality control for internal and external client facing applications and systems.
The following are a list of responsibilities that are expected of the successful candidate for this role. The core responsibilities are as follows but not limited to this list:
Provide support to resolve end user incidents using available diagnostic tools. If the situation requires leverage expertise outside of the immediate team to make sure service is reinstated as quickly as possible.
Ensure compliance with Risk, Controls and Governance processes whilst taking a commercial and practical approach to customer support challenges.
Manage incidents and service requests within Citi’s ITSM through the ticket’s lifecycle within agreed SLA’s. Ensure you communicate openly so that the end user is regularly updated.
Ensure Citi’s Apple Mac devices are built, configured, patched and maintained within Citi’s certified build standards.
Support and collaborate with Citi’s macOS, JAMF, Security and Product Management teams for advanced troubleshooting, release testing and product roadmap input.
Provide root cause analysis for major incidents that cause ongoing or prolonged service interruption.
Work as part of a team and serve as the technical point of contact for assigned projects.
Create or update existing Knowledge Base articles or process related documentation.
Provide relevant training to Citi’s Service Desk and Site Support partners.
The following is a list of required experience that is expected of the successful candidate for this role.
Extensive troubleshooting experience for all technical aspects of macOS and JAMF Pro.
Experience of working within a corporate environment supporting Apple Mac hardware, packaged software and network related issues.
Background in troubleshooting Active Directory, Exchange and Microsoft Office 365 related problems.
Strong knowledge of supporting the integration of the Apple developer toolset within macOS.
Proven track record of supporting end users that are geographically dispersed.
Knowledge of device management from a cloud-based service, preferably Microsoft Endpoint Manager (formerly Microsoft Intune) and/or JAMF Cloud.
Exceptional customer service skills, with the ability to manage difficult support situations with a calm and methodical approach.
Ability to communicate effectively to internal clients through all available mediums (verbal, listening, writing and presenting)
Required to update and produce support documentation relating to department processes or Knowledge Base articles.
Knowledge of security and monitoring applications such as Crowdstrike, Symantec DLP, Qualys, Tanium ad DTEX.
The following is a list of competencies that are expected of the successful candidate for this role. The required competencies are as follows but not limited to this list:
Presentable with the ability to communicate effectively across all levels of the organization.
Excellent organizational and time-management skills.
Able to maintain composure and customer focus while troubleshooting and solving issues.
Strong personal growth mindset, energy, resilience and drive to succeed.
Agile and flexible approach with the ability to adapt quickly to changing requirements in a fast-paced environment.
Able to operate as part of small team but be motivated to self-manage personal deliverables.
Team player who puts the best interests of the wider team before their own.
Willingness to stay on the leading edge of technology by learning new technologies.
A degree level education would be advantageous, but extensive industry experience will be considered.
macOS Support certification.
JAMF 300 or 400 certification.
Job Family Group:
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
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