MAC Support

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

As a System Administrator at Kyndryl, you'll solve complex problems and identify potential future issues across the spectrum of platforms and services. You'll be at the forefront of new technology and modernization, working with some of our biggest clients - which means some of the biggest in the world.

There's never a typical day as a System Administrator at Kyndryl, because no two projects are alike. You'll be managing systems data for clients and providing day-to-day solutions and security compliance. You'll oversee a queue of assignments and work directly with technicians, prioritizing tickets to deliver the best solutions to our clients.

One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. You'll also get the chance to share your expertise by recommending modernization options, identifying new business opportunities, and cultivating relationships with other teams and stakeholders. Does the work get challenging at times? Yes! But you'll collaborate with a diverse group of talented people and gain invaluable management and organizational skills, which will come in handy as you move forward in your career.

Your future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Skills and Knowledge :

Minimum 8-10 years of experience in IT support roles.

At least 3 years of direct experience as an Mac specialist providing Executive-level support in complex, multi-platform environments including Apple Mac ecosystems.

Log, categorize, prioritize, and resolve Mac-related incidents and service requests received via email, calls, and the ServiceNow ITSM portal.

Manage end-to-end JAMF Mac enrollment processes for onboarding new users .

Maintain and publish monthly Mac inventory dashboards for stakeholder review.

Perform First Time Resolution (FTR) by assigning tickets accurately to appropriate teams .

Conduct timely follow-ups on pending tickets to ensure SLA compliance.

Follow the escalation matrix to resolve urgent or aging incidents and requests.

Provide effective and professional customer service to internal teams and Mac end-users.

Coordinate and collaborate with backend support teams to resolve complex issues.

Prepare and publish weekly and monthly insightful analysis reports and dashboards.

Document resolutions, update tickets with detailed remarks, and maintain proper knowledge base articles on the KM portal.

Troubleshoot Mac hardware, macOS, VPN, ZTNA (Netskope), printers, and enterprise applications (e.g., Microsoft Office, ERP systems).

Liaise with Technical Support Departments (TSDs) and site leads for business-application and site-related issue resolution.

Adhere to agreed SLAs and ensure timely ticket closure and quality of service.

Manage SOP creation and knowledge base management.

Install, configure, and maintain solutions for Apple Mac device management.

Implement OS and configuration changes based on client-approved documentation.

Ensure Mac devices interoperate seamlessly with enterprise systems such as file servers, email servers, and conferencing tools.

Schedule and monitor software package distribution using deployment tools.

Perform complex troubleshooting and quality assurance to ensure platform reliability.

Follow best practices, processes, and company guidelines to maintain operational excellence.

Preferred Technical and Professional Experience

Excellent verbal and written communication skills in English and Hindi.

Strong understanding of Apple macOS, hardware models, and configurations.

Experience with image / OS configuration creation and deployment tools.

Proficiency with Apple Mac packaging tools and patch management processes.

Familiarity with virtualization platforms such as VMware Fusion, VMware ESX, and Parallels.

Basic knowledge of Linux and Windows Server environments.

Working knowledge of Active Directory and Group Policy management.

Experience with JAMF or similar Apple device management platforms.

Excellent communication and customer service skills in English.

Ability to analyze, troubleshoot, and resolve complex hardware and software issues.

Strong organizational skills with the ability to manage multiple tasks and priorities effectively.

Bachelor's or Master's degree in any stream or equivalent experience.

Apple certified Engineer are an added advantage.

Basic knowledge of ITIL practices is preferred.

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily : Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.

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