IT Support Engineer (MacOS)
RemoteUnited States
Job Summary
Respond to user requests for service, troubleshoot problems, and resolve issues to the end-user's satisfaction. Provide in-depth remote technical support for macOS and iOS hardware and software, including troubleshooting, repair, and warranty replacements. Create Knowledge Base documents for resolutions and assist in testing, configuring, and deploying new workstations and peripherals. Maintain accurate hardware inventory via asset management tools and manage Apple devices through Jamf Pro. Be a customer advocate by identifying common issues, eliminating future occurrences, and educating users on best practices. Manage tasks via a ticketing system while adhering to a full-time schedule with physical requirements to lift 25 pounds.
Required Qualifications
- 3+ years of experience supporting Apple hardware and software (macOS and iOS)
- Ability to clearly and accurately document processes
- Ability to provide outstanding customer service
- Excellent verbal and written communication skills (US English)
- Excellent troubleshooting, technical, and problem-solving skills
- Excellent research and documentation skills specific to step-by-step procedures
- Extremely well organized, detail-oriented, a strong sense of personal ownership, self-motivated and adaptable
- Excellent interpersonal skills; able to work collaboratively in a team environment
- Extraordinary problem-solving and critical thinking skills that allow you to work in an efficient manner
- Working knowledge of troubleshooting basic network (TCP/IP, DHCP, DNS), software, printing problems
- Experience managing tasks via a ticketing system
- Experience with mobile device management (Jamf, Airwatch, etc.)
- Ability to lift 25 pounds to move equipment or position it on a shelf 5 feet high
Desired Qualifications
- A GTD attitude. Identify next actions, communicate intent, and execute. We're a fast-paced team, and this role covers a wide area, so a results-driven mentality is critical.
- Ownership thinking. Have the ability to take ownership and make decisions. Passion and self-motivation are key. We don't micromanage, you'll be expected to own and deliver.
- The desire to build something great and bring technical solutions to people to solve their problems.
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