Job Description

Accept and respond to end-user support tickets and projects according to client contract, processes and policies, within the appropriate contracted timeframes.

Provide onsite and remote desktop support for OSX.

Responsibilities:

• Provide Level 1 & Level 2 technical support for all macOS systems, Apple hardware (MacBooks, iMacs), and related peripherals.
• Diagnose and resolve hardware, software, and connectivity issues specific to macOS.
• Install, configure, and update macOS, software applications, and patches.
• Install and troubleshoot productivity software like Microsoft Office for Mac, Adobe Creative Suite, Zoom, etc.
• Provide examples of issues that the candidate has resolved to include but are not limited to:

FileVault issues, password related issues, certificate/keychain issues, application issues (particularly Outlook and OneDrive), OS errors, and other issues that can occur with Macs in an AD environment.

• Advanced knowledge of Macintosh (Mac OSX server), OS installation, OSX configuration and troubleshooting, Apple Remote Desktop, cloning OSX desktop, and other Apple end- user products and support elements.
• Must have excellent verbal and written communications skills, as candidate will be working in a customer service environment.
• Ability to travel between clients sites.
• Candidate will be tested on technical experience and ability with Apple devices and environment support.
• Daily reporting to clients.
• Experience with thoroughly documenting work in ticket system, such as ServiceNow. Candidate must have Apple Macintosh experience AND/OR certifications to apply for this role.

Qualifications:

• 3-5 years of Mac support in a business environment.
• Enterprise level experience preferred but would consider genius bar experience.
• Mac OS should be primary experience. Windows experience is a plus but not required
• Experience with all Apple devices; primarily Macs, and hands on experience with iOS devices, iPads and iPhones.
• Experience working in a managed Mac environment. JAMF experience a major plus.
• The ability to work and communicate with a wide variety of skill levels: designers, scientists, executives and executive assistants.
• Multitasking and the ability to remain calm under pressure.
• Good decision making, quick learner, and the ability to retain information.
• Methodical troubleshooting skills.
• Apple Certifications are preferred but not required. Must have a a thorough knowledge of the MacOS, especially how it operates in an enterprise environment..

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