Job Description

Job Summary

As a Subject Matter Expert in Support & Operations, your primary responsibility will be to ensure the timely resolution of escalated incidents while adhering to quality standards and service level agreements. You will leverage your expertise in Mac Packaging and JAMF to enhance operational efficiency and customer satisfaction through effective communication, analysis, and continuous improvement initiatives.

Key Responsibilities

1. Resolve Escalated Tickets And Incidents By Applying Expert Knowledge In Mac Packaging And Jamf, Ensuring Compliance With Slas And Quality Standards.
2. Mentor Team Members And Administrators, Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation To Improve Operational Processes.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Activities.
4. Foster Positive Customer Relationships By Actively Engaging In Meetings To Understand And Address Issues, Ensuring Customer Satisfaction.
5. Conduct Thorough Analyses Including Root Cause And Trend Analysis, And Prepare Reports To Present Insights And Performance Metrics To Key Business Stakeholders.

Skill Requirements

1. Expert Knowledge In Mac Packaging And Jamf.
2. Proficient In Incident Management And Ticket Resolution Processes.
3. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analyses.
4. Excellent Communication And Presentation Skills For Stakeholder Engagement.

Other Requirements

1. Optional But Valuable Certifications: Jamf Certified Technician, Itil Foundation Certification