Apple Support Services Engineer

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Company: Walker & Dunlop

Department: Information & Technology

Location: Bethesda, MD

ExternalURL: https://walkerdunlop.wd1.myworkdayjobs.com/en-US/WD/job/Bethesda-MD-USA/Apple-Support-Services-Engineer_Req-249

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Job Description

The Apple Support Services Engineer role serves as frontline technical and application support for all employees, supports all functions and components of the application and hardware infrastructure, and provides application function modification support, research, and training with a focus on customer service.

What you will be doing:

• Serve as the first point of contact for customers seeking technical assistance over the phone, in person or via a remote support application
• Provide expertise and support in a Mac OS, Microsoft Windows 10, Windows Server, and Active Directory environment
• Administrate device policy and configurations using JAMF Pro
• Support applications such as Salesforce, MS Office 365, Zoom, Box, and Adobe Acrobat
• Manage Mac, PC setup and deployment for new employees using standard hardware, images and software
• Take ownership of assigned incidents and follow through to satisfactory outcome for the customer
• Communicate technical information effectively to non-technical employees
• In the event of an outage, assists with the execution of disaster recovery plan
• Communicate and problem-solve daily with teammates, clients, vendors, and other stakeholders, often in combination with travel
• Other skills related to building a career in information technology!

Qualifications

The education and experience we’re looking for:

• Bachelor’s degree in information systems, computer science, or a related study, or equivalent working experience
• A minimum of three years’ experience working in a desktop support role supporting Mac OS, Windows 10, Office 365, and Adobe applications
• A minimum of two years of experience with maintaining and evolving JAMF Pro environment
• Certification with Apple, JAMF, or equivalent, is a plus
• Experience operating within a ticketing system to track incidents and status of assigned tasks; ServiceNow experience is a plus

What skills you should have:

• In-depth technical knowledge of Mac OS and JAMF Pro
• Passionate in providing excellent customer service with a commitment to quality
• Outstanding verbal and written communication skills
• Detail-oriented mindset while consistently focusing on the big picture
• Good business judgment and strong analytical and problem-solving skills
• Strong collaboration and teamwork skills and ability to communicate effectively with technical and management level professionals
• This position may require participation in an on-call rotation for after-hours support
• This position may require overnight travel within the United States, up to 25%
• Ability to show ownership of your work, take on challenges and acknowledge growth opportunities, and demonstrate patience when learning new processes
• Courtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholders

Company Description

Walker & Dunlop is a nationwide, publicly traded real estate financing company that’s been recognized as a Great Place to Work® by Fortune Magazine and as a Top Workplace by the Washington Post. We're focused on innovation and with that are heavily invested in technology.

How to Apply

Please apply directly through our Careers page here.