Our award-winning client is seeking a Mac Technician to join their Service Desk team. This position will provide support to our client’s customers while maintaining excellent communication, technical support, and main-level ticket tracking efficiently and effectively. If you have strong system administration experience along with exceptional customer service, they want you to join their team.

Responsibilities

You will provide both onsite and remote technical support (from our client’s NYC based office) to those clients – located all throughout New York City.

• Coordinate and perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Help desk; resolve issues in Mac OS and some Windows environments.

• Troubleshoot hardware & accurately determine fixes.

• Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, etc.)

• Research issues and resolve technical problems.

• Implement and maintain operational documentation and procedures.

• Complete technical and special projects as assigned.

• Before applying, please consider the following:

• Supported MacOS devices (Apple certified preferred but not required).

• This is an 8-hour-per-day role.

• There is an emergency on-call rotation for our service desk team.

• You will be required to go on-site to client locations as needed.

• You will have in-office days at our midtown headquarters.

Required Qualifications

• Experience level: At least 2 years.

• iOS: 3 years (Required)

• Mac OS: 3 years (Required)

Who you are

• Familiarity with Keychain, LaunchAgents and LaunchDaemons.

• Familiarity with using Activity Monitor and Console to troubleshoot and diagnose issues.

• VoIP troubleshooting.

• Email troubleshooting (NDR, contacting email host support).

• Backup escalation/troubleshooting.

• Clear written and verbal communication skills.

• Exceptional ability to multitask.

• Passionate and capable of adapting and learning new platforms and skills on the fly *Strong sense of urgency*.

• Experience using and proficient in Apple, Mac OS, Mac OS X Server, Google (G-Suite), Windows OS and Office365.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• A college degree from an accredited four-year institution or relevant technical experience is desired but not required.

• JAMF familiarity is a plus.

• Familiarity with Azure and Google Workspace is a plus.

• Previous customer support or technology experience.

Personality

• Detail oriented.

• Good written communication.

• Takes responsibility.

• Has initiative.

• Curious and thoughtful.

Schedule

• Day shift.

• Monday to Friday.

• On call some weekends.