Job Description

Our award-winning client is in search of a NYC MSP Mid-Level Field Technician (Mac) to join their team. We are currently recruiting a full-time IT specialist with a focus on Mac and Apple products to become part of our dynamic Service Desk team. The ideal candidate will deliver both remote and onsite support to clients, showcasing proficiency in Mac environments. While having Apple certification is preferred, it is not mandatory.

Responsibilities:

• Escalate Level 1 issues in Mac OS environments.
• Coordinate and execute remote and onsite fixes for Desktops and Servers, addressing OS, Application, and Hardware-level concerns, including installations, upgrades, file backups, and system/application configurations.
• Demonstrate clear written and verbal communication skills.
• Possess exceptional multitasking abilities and a strong sense of urgency.
• Adapt and learn new platforms and skills swiftly.
• Function effectively in a fast-paced environment.

Technical Proficiencies:

• MacOS, iOS, Android.
• Application troubleshooting.
• Email Security (Phishing identification/explanation, legitimate hacked account identification).
• Spam filter troubleshooting.
• Familiarity with Keychain, LaunchAgents, and LaunchDaemons.
• Proficiency in using Activity Monitor and Console for troubleshooting.
• Experience in Apple, Mac OS, Mac OS X Server, Windows OS, and Office365.

Required Qualifications:

• Ability to explain technical concepts to non-technical users with approachability and empathy.
• Prioritize a queue of dispatched service desk tickets.
• Maintain professionalism and aptitude for handling technical issues promptly.
• Proficiency in escalating issues concerning triage requirements.
• Proven track record of at least 3 years of experience supporting Windows and Apple environments.
• Work well in a team environment.
• Strong organizational skills and the ability to manage multiple customers and issues.
• Experience using a ticketing system/RMM tool and PSA software.

Additional Technical Skills:

• Administrative experience with MDM products (JAMF, Mosyle, Intune, Meraki).
• Email migrations and familiarity with various email services.
• Knowledge of network hardware, including firewalls, routers, and switches.
• Experience with backup solutions, Acronis experience is a plus.
• Familiarity with typical client stacks (Google Workspace, Sonicwall, Cisco Meraki, Office 365, etc.).
• Server configuration and troubleshooting (Server 2012-2022, MacOS Server, NAS).
• Network layer 1-3 troubleshooting (NGFW/Switching/WiFi/VPN tunneling, SSL VPN).
• VoIP troubleshooting.
• RAID configuration on various platforms.
• Advanced email troubleshooting (NDR, contacting email host support).
• Certs/PKI understanding.

Preferred Skills (not required):

• MDM familiarity.
• FileMaker Server/Pro familiarity.
• Strong DNS knowledge (dig, host, A, C, mx, ns, txt, spf).
• Strong command line knowledge (CMD, PowerShell, Terminal).
• VPN server configuration/troubleshooting.
• SSL Certificate Administration.
• Strong Hyper-V/VMware.
• Experience with supporting Windows in Parallels.