Role Summary: Provide first‑level support for macOS devices, ensuring timely issue resolution, accurate triage, and high user satisfaction across hardware, OS, and application queries.
Deliver L1 support via phone, chat and remote toolsTroubleshoot macOS login, applications, email, and collaboration toolsSupport basic device configuration, password resets, and software installationsPerform initial hardware diagnostics and guide usersHandle access requests (IAM) and escalate complex issues to L2/L3Manage tickets in ITSM tools (ServiceNow) with proper prioritizationEnsure clear communication, documentation, and SLA adherenceFollow and contribute to Knowledge Base (KB) and process improvements
Basic knowledge of macOS, Apple ID, device profilesFamiliarity with enterprise apps and network basics (Wi‑Fi, VPN)Exposure to remote support tools / ITSM platforms (preferred)
Behavioral:Strong customer focus and communication skillsAbility to handle issues professionally under pressureProcess‑driven and quick learnerExperience & Qualifications3+ years in IT Service Desk / End‑User SupportmacOS exposure preferredITIL / Apple support certification (good to have)
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
