Role Overview
We are looking for a hands-on Support Executive to provide Level 1 (L1) support for Apple devices – iPhone, iPad and Mac – to our business customers. The role covers device setup, basic troubleshooting, and MDM enrolment / management (Jamf, Scalefusion, SOTI), both remotely and on-site at client locations. The ideal candidate is comfortable with Apple hardware and iOS / macOS, is service-oriented, and can guide non-technical users patiently. Prior Apple support experience is preferred; strong candidates willing to learn will also be considered.
Key Responsibilities
- Device Setup: Configure and set up iPhone, iPad and Mac devices for business users (accounts, mail, apps, basic settings).
- L1 Troubleshooting: Diagnose and resolve common Apple device issues – connectivity, sync, apps, updates, performance and user queries.
- MDM Support: Enrol and manage devices on MDM platforms (Jamf, Scalefusion, SOTI) – profiles, restrictions, apps and basic policies.
- On-site Support: Visit client locations for device setup, handover and troubleshooting as required.
- User Guidance: Guide users on device usage, security and best practices in simple, clear terms.
- Ticket Management: Log, track and update support tickets; ensure timely response and follow-up.
- Escalation: Escalate complex or advanced issues to L2 / implementation team with clear notes.
- Records & Reporting: Maintain device / support records and report on open tickets and recurring issues.
Required Experience & Skills
- 1–3 years of experience in IT / device support, preferably Apple (iPhone, iPad, Mac).
- Working knowledge of iOS and macOS and common device / app troubleshooting.
- Exposure to MDM concepts (Jamf, Scalefusion, SOTI or similar) is a strong plus.
- Good communication and a patient, service-oriented approach with users.
- Fluent in Gujarati, Hindi and English.
- Willing to travel for on-site support across Ahmedabad / Gujarat.
Preferred
- Hands-on experience with Apple Business Manager and MDM enrolment.
- Apple Certified Support Professional (ACSP) or similar certification.
- Experience in an IT reseller / MSP / device-management environment.
What We Offer
- Opportunity to build deep expertise across Apple devices and MDM.
- Mentoring from the L2 / implementation team.
- Stable role in a growing IT solutions company with a strong Apple practice.
- Growth path into Apple / MDM implementation and L2 roles.
Pay: ₹400,000.00 - ₹600,000.00 per year
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
