FireEye, Inc. Hiring for Mac Support Engineer at Bengaluru, India Full Time

Act as a single point of contact for walk-in, phone calls and emails from internal/external employees’/ end customers regarding IT issues and queries. · Receiving, logging and managing calls from customers via telephone and email. · Responsible for handling Incident queues, ensure that response and resolution SLA are met as per the SLA’s agreed with the customer. · Escalate unresolved calls to the appropriate support groups. · Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner · To maintain a high degree of customer service for all support queries and adhere to all service management principles. · Providing Deskside support including IT asset management for Pune Office. · Collaborating with external IT vendors to resolve user’s hardware issues. · The role is 24*7 rotational with night shifts in the alternate month Qualifications · Excellent communication skills and telephone manner. · Knowledge and working experience in any Incident management tool. · Hand on experience in trouble shooting windows and MAC machines. · 4-years of experience in supporting users through phone / remote session. · 4-years of Experience in SD team and phone support. 4 years of experience in an MNC supporting minimum 2000 Users · Basic DNS knowledge. · Basic DHCP knowledge. · Basic Active Directory knowledge. · Basic O365 knowledge · Creating user accounts, reset passwords, unlock account etc. in AD. · Creating security /distribution groups. · Basic Knowledge about Proxy server. · Basic Knowledge about IP address, VLAN. · Troubleshooting VPN client. · Troubleshooting of MAC OS and Windows OS · Basic understanding of JAMF · Troubleshooting Outlook and other software installations. · Strong knowledge of Microsoft based operating systems. · Basic knowledge in Antivirus software. · Trouble shooting IE, Chrome, Mozilla and other browsers. Wireless Concept and troubleshooting wireless issues