Apple Focused Technical Support Specialist

[B_Hanson]

Job description

Summary

Technical Support Specialist position available for a growing Managed Services IT firm looking to expand the team. Our clients are located around the greater Boston area, Southern NH, Southern Maine, and occasionally beyond. A unique opportunity to join a small, motivated team with opportunity for developing your position into a key part of operations and management. Our services are Apple-centric and we serve small, medium, enterprise, and education environments. Your knowledge of Apple technologies is required, but should also be proficient in networking, cloud services, email systems, server administration, security, virtualization, MDM, Azure, G Suite, O365, VoIP, etc. This position is ideal for a driven, self starting, organized and professional leader who embraces the entrepreneurial spirit and lifestyle, and who wants to be a part of building a great company. We are looking for someone who is enthusiastic to jump in and be involved with all aspects of building our products, services, infrastructure, operations, and CX and not someone who waits for direction and instructions. Candidate must be extremely detail oriented. Candidate should have excellent communication and customer service skills. The sky is the limit, this is a great opportunity to show your skills and shape your future within the company. This is not a position for someone looking for a corporate 9 to 5 IT position. This is an opportunity for the right candidate to showcase their talents and have a seat the grown-ups table.

Job Description

The Technical Support Specialist provides technical support for clients related to the installation, troubleshooting, maintenance, monitoring, and integration of various technologies. The Technical Support Specialist provides technical assistance and is responsible for day-to-day interactions with clients and overall client satisfaction by providing support for ArmourPeak and its clients. The Technical Support Specialist actively participates in the creation, maintenance, and sharing of technical information related to core products and supporting technologies. The Technical Support Specialist will work on detailed projects including research, design, analysis, implementation, and documentation for Armour Peak and its clients. Attention to detail is paramount.

Responsibilities

• Utilize available resources to resolve support issues independently and as part of a team

• Manager of ticketing system

• Work directly with clients to troubleshoot, recreate, and resolve issues related products and supporting technologies, as well as other customer issues as assigned

• Provide support via phone, email, remote, and on-site

• Deliver and pickup equipment at client sites, HQ, vendors, and repair partners

• Use strong judgment to determine the appropriate channel of client communication (email, phone, screen sharing, etc.)

• Maintain excellent case documentation

• Maintain excellent case management to ensure SLA's are met

• Work independently to research, design, analyze, troubleshoot and recommend outcomes and solutions for assigned project work

• Other duties and special projects as assigned

Qualifications

• Previous experience in technical support and/or systems administration is required

• Aptitude and enthusiasm to learn and support complex technical concepts and communicate to technical & non-technical audiences

• Attention to detail
• Ability to troubleshoot and resolve issues related to server infrastructure, systems, networks, hardware, and applications

• Ability to prioritize issues based on severity and urgency

• Exceptional customer service skills

• Strong interpersonal and organizational skills

• Excellent written and oral communication skills to thrive in a fast-paced environment

• Ability to work independently and as part of a team

• Experience deploying, managing, and supporting macOS, iOS platforms is required

• Experience working with common WiFI solutions such as Meraki, UniFi, Aruba

• Shell scripting, bash, python, swift a big plus

• Hands on experience with Office 365, InTune, jamf PRO, Google Workspace, Windows workstations and Servers, Linux, VMWare, and other similar technologies is highly preferred

• Industry certifications (CCNA, jamf 300+, macOS Support Essentials, MCP, CWT, etc) highly preferred

• Occasional travel in the Greater Boston and New England Area is required

• Own transportation and valid driver's license is required

• Background check required

• Moving and lifting up-to 75 pounds require

Company Description

ArmourPeak is a growing IT consulting firm, focusing on integrating Apple products in a variety of businesses. This position provides a great opportunity for growth, and to become a key part of the company.

Please send cover letter and resume to careers@armourpeak.com

Job Type: Full-time