Job title: Apple-Focused Tier 1-Tier 2 Helpdesk Consultant
Company: Call Andy! Macintosh Consulting
Job description: Who we’re looking for:
Were seeking a skilled Tier 1 Tier 2 Helpdesk Consultant (HDC) who thrives on supporting diverse environments while providing excellent customer service. First and foremost, were looking for a candidate who is a Mac and overall tech enthusiast, has an engaging personality, enjoys working with people and is a team player.
This is a fully remote role, although there might be occasional travel to conferences, trainings and staff meetings.
Company culture matters to us and were looking for a great fit. We foster a culture of ethics, no blame, ownership through completion and an open, supportive, respectful attitude. We meet as a team for a short call at the beginning and end of each day.
The HDC is responsible for providing proactive and reactive services to new and existing customers in support of their IT infrastructure. Were looking for someone who can hit the ground running and elevate our service offerings.
This role is often our most front-facing technical member of the Call Andy! team.
The right candidate is self-motivated, a strong multitasker and creative problem-solver with the ability to see the big picture of systems and workflows. Interpersonal skills, positive attitude, collaborative approach, customer management, time management, organizational skills and technical curiosity are critical to succeeding in this role. Were looking for a candidate who isnt job hopping and wants to settle in with a great company in a supportive environment. Extra points for stability and long-term commitment.
The work always varies – no two days or two clients are alike. You could be helping a CEO with their email, then fixing a residential users backup. If this variety appeals to you, read on
Responsibilities include:
Act as the first level of support for our Managed and Time & Materials (T&M) clients
Work remotely with clients, often CEO-level or owners to discuss issues, analyze needs and deliver excellent support
Provide day-to-day support for Mac, Windows and cross-platform environments for desktop, network, NAS and cloud systems
Assist with all aspects of technology for our clients, including both systems & processes
Help support a wide variety of technologies and users primarily with Apple products, as well as Windows systems and Android devices
Assist in the deployment and ongoing support of Addigy MDM and Windows patch management, Google Workspace, M365, Backblaze, etc.
Stay current on the related latest technologies available
Identify technology gaps and document the opportunity in ConnectWise
Escalate issues to senior consulting team and re-assign tickets to team members when required
Perform weekly & monthly system audits and identify next steps when needed
Create and update technical documentation for processes, 3rd party systems, tutorials, internal and external KB articles, as needed
Maintain accurate documentation on client communication, system specifications and work performed
Be part of emergency response team and be available off-hours in case of emergency (not typical)
Ability to schedule occasional evening or weekend work if needed
Contribute to team goals with regards to SLG requirements, ticket resolution, and customer satisfaction
Perform all administrative functions expected at this level, such as accurate timesheet submission in real time
Participate in supporting internal IT needs
Other duties as required
Requirements
Excellent problem-solving ability – must be able to efficiently analyze an issue, make recommendations, and take action
Intellectually resourceful with sound judgment and effective decision-making abilities
Maintain pleasant, professional engagement, demonstrating empathy towards customers & internal team at all times
Energetic, enthusiastic and results-oriented
Effectively listen and provide thoughtful feedback to customers, vendors and internal team
Ability to multitask
Ability to work both independently and as part of the team
Ability to prioritize work recognizing both the client and business needs
Ability to remain calm under pressure
Strong organizational and time management skills
Superb written and interpersonal communications skills – relationship building with our clients is essential
Good situational awareness and ability to pivot in a dynamic environment
Interest in professional growth on your own and under company mentorship
Technical Skills Required:
2+ years supporting macOS and iOS operating systems, business applications, printing systems
Basic understanding of network and internet protocols
Experience and understanding of core concepts of Mac-focused systems
Experience with basic network firewalls, switches & WiFi hardware and set-up preferred
Experience with:
User and account administration for Google Workspace, M365, Azure, etc.
Mac OS, iOS, Windows 10/11
Basic networking concepts
NAS server/file sharing (Synology preferred)
Basic understanding of DNS
Microsoft Office productivity suite – Word, Excel, PowerPoint
Apple productivity suite – Pages, Numbers, Keynote
Apple Photos, Mail, Calendar, Contacts, Preview
1Password & Keychain
Mac System Preferences
iOS Settings
Home Automation/IoT a plus
jamf or Addigy MDM experience a plus
Other Requirements:
Minimum of two years supporting Apple products
IT certifications preferred – acquire and maintain industry certifications
Reliable car, clean driving record
Able to pass background checks
Proof of COVID vaccination
Business-appropriate home office environment including furniture and high-speed internet connection – 200 x 20 mbps minimum
Interested? Please complete the application.
Job Type: Full-time
Reports to: Manager, Technical & Service Delivery Team
Pay: From $55,000 per year
100% WFH – occasional travel to conferences, trainings and staff meetings.
Benefits
What We Offer:
Competitive salary
Performance-based incentives
Generous bonus plan
Health benefits including dental
IRA with matching after your first complete year of employment
Paid training & certifications related to core technologies
Opportunities to attend and speak at industry conferences
Company provided Mac laptop, displays, iPhone, tools
Travel reimbursement
Fun, collaborative working environment and culture
Career growth and advancement opportunities
Expected salary: $55000 per year
Location: Wayland, MA
Job date: Tue, 15 Nov 2022 05:16:12 GMT
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