| Mac Support Consultant at Remote, Remote, USA |
| Email: [email protected] |
| From: Nitish, epeopletech [email protected] Reply to: [email protected] Rate: Best available. Location: Remote JOBTITLE Mac Support Professional (AMERICAS) for Mac CoE in Client Technology Workplace (CTW) EXPECTATIONS AND TASKS Responsible for 3rd Level Mac-related support incidences within a global team Knowledge of incident and knowledge management with Service Now required Perform review of pending Mac-related tickets and taking necessary actions Work on Mac-related tickets within the SLA time Ensure tickets are processed correctly Ensure tickets are assigned to correct 3rd Level unit and act as a Mac CoE liaison with other support units for correct assignment and follow-up Update end user facing knowledge base articles in our Service Now knowledge management Update internal documentation in SharePoint Perform basic troubleshooting steps within Jamf based on existing documentation Perform basic maintenance tasks within Jamf based on existing documentation Perform basic maintenance tasks with shell scripts based on existing documentation Escalate Mac-relevant outages based on existing documentation Support in collecting log files from an end-user Mac for further escalation towards Jamf or Apple Assist with remote support incidents Regularly align with the Mac CoEs Problem Management coordinator Document and handover current ticket backlog at the end of your shift Review end user feedback within our communities and reply with links to our knowledge base articles and assist them with help EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES University degree or equivalent work experience Good understanding of Apple devices and macOS Exposure to support Macs with Jamf Interest or experience in Mac Administration is a plus Exposure/knowledge of Change/problem management processes Ability to make quick decisions Willing to work in a 24/7 environment in rotational shifts including night shifts A keen eye for detail and a result driven approach Effective analysis: Ability to listen, analyze and summarize. Awareness of ITIL is mandatory. Ability to work in stressful situations. Conflict management skills is a plus. Customer and team-work oriented. Outstanding communication skills. Excellent English written and oral communication skills WORK EXPERIENCE Possess at least 1 years of experience as a Mac support professional handling Apple and Mac related incidents in a global support environment Work experience in a global environment. Software Industry experience strongly preferred. Prior experience in IT support LOCATION Remote (AMERICAS timezone-friendly) EXPECTED TRAVEL If required, but not compulsory Thanks and Regards, Nitish Kumar ePeople Technologies Inc 255 Baldwin Road, Suite 205, Parsippany, NJ 07054 Email- [email protected] Linkedin- https://www.linkedin.com/in/nitish-kumar-2b5635259/ http://www.epeopletech.com Keywords: information technology New Jersey |
| [email protected] View all |
| Wed Feb 28 01:22:00 UTC 2024 |