End User Support Engineer Apple
Description
The End User System Engineer is responsible for planning, designing, and supporting end-user IT infrastructure in support of technology advances within the company. This Engineer supports the Apple devices and software in our environment, including iPads, iPhones, Macbooks, iMacs, iPods, JAMF, and Certificate management. The End User System Engineer support for additional Windows and other devices will be a secondary duty and included to support the team. The Engineer supports areas including but are not limited to associates and employees for Stores, Distribution Centers (DCs), and Corporate Headquarters (CHQ).
1. Recommends, designs, and implements end-user Apple solutions within the Stores, Corporate HQ, and Distribution Center environments.
2. Manages our Apple solutions including patching, upgrades, software installs, MDM, and refresh projects.
3. Manages administration and access management for Apple software products.
4. Works with third-party vendors and partners to ensure timely solutions are designed and implemented in accordance to industry best practices.
5. Works directly with associates at multiple levels in the company to gather end-user requirements.
6. Works with Store Operations to plan, design, and implement end-user solutions within stores.
7. Provides second- and third-level support as needed by resolving escalated incidents in accordance with company SLAs.
8. Creates Knowledge Base documentation including troubleshooting documents, process flow diagrams, and work instructions.
9. Participates in meetings to improve monitoring capabilities, participates in quality control measures, and assists with metrics preparation and analysis.
10. Works with Tech Services and Application teams to design and implement print solutions.
11. Recommends improvements in processes and procedures to improve end-user satisfaction.
12. Provides project plans for review and measures project performance.
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Qualification
1. Bachelor’s Degree in Information Technology or equivalent experience required.
2. Minimum 5 years of IT experience, with 3 years of systems planning, design, and implementation preferred.
3. Knowledge of JAMF and other desktop and end point management, deployment, and patching systems, including Microsoft Endpoint Configuration Manager (MECM) and SOTI required.
4. Working knowledge of current iOS and macOS required.
5. Experience and working knowledge of troubleshooting Apple devices including iPods, iPads, iPhones, MacBooks, and iMac devices required.
6. Ability to manage patching, updates, and app deployment across Apple devices preferred.
7. Prior experience working with a ticketing system preferred.
8. Design and implementation experience preferred.
9. Demonstrated working knowledge of Point of Sale, network, systems, and/or desktop computer devices preferred.
10. Excellent analytical troubleshooting capabilities and detail oriented preferred.
11. Excellent interpersonal, organizational, and verbal and written communication skills required. Comfortable working with end users and senior leadership.
12. Ability to provide 24/7 on-call support as needed is required.
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.
Link to apply - https://careers.biglots.com/search/jobdetails/end-user-system-engineer-apple/90d69b9d-5010-448a-805e...
Must be local, or willing to relocate, to Columbus, OH
