Mac Deskside Support Technician

2 weeks ago

Lincolnshire, United States Avance Consulting Full time
Job DescriptionJob Description

Position Summary

  • Drive high level of customer service and satisfaction

  • Manage incident and service request queues to ensure SLA’s are met

  • Provide resolution on software and hardware incidents

  • Work with offshore capabilities to deliver efficient and effective customer service

  • Review and take part in problem management activities

  • Fulfill service requests for varied IT equipment

  • Drive compliance to internal and external processes and standards

  • Initiate service improvements to the overall service

  • Maintain knowledge repository documentation

  • Take part in change management activities as required

  • Flexibility to work in shifts during business hours

 

Roles and Responsibility:

§ Install, upgrade, support, and troubleshoot Windows and Mac authorized desktop applications, hardware, and peripheral equipment.

§ Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals, such as scanners and local and network printers.

§ Install standard SOE Image on desktops and laptops.

§ Configure and troubleshoot Smart phones.

§ Provide assistance to remote server team on Server OS and server hardware.

§ Server hardware racking and stacking (optional)

§ Basic troubleshooting of data network/telephony devices/projectors/meeting room facilitation.

§ Basic troubleshooting of LAN/WAN/backup-restore/printers.

§ Provide technical assistance and training to end users on computer operating systems and standard applications.

§ Instruct and assist end users in the use of computer equipment, software, and accessories.

§ Ability to evaluate and test new technology for feasibility and implementation within IT environment.

§ Document all support activity within the IT incident and request management tracking tool.

§ Coordinate efforts with 3rd party vendors to repair faulty hardware.

§ Customer escalation handling.

§ Physical move of asset between IT stock location.

§ Provide remote support for users across United States (home based users).

 

Key Skills

 

  • Strong 2nd line technical skills.

  • Strong written and verbal communication skills.

  • Process documentation.

  • ITIL process knowledge.

  • Customer service.

Essential Technical Skills

  • Strong experience in Mac OS and hardware troubleshooting

  • Windows 7/10 Operating System

  • Strong experience in desktop/laptop hardware (Lenovo/ HP/Dell) troubleshooting

  • SCCM (use of for deployment of Operating Systems and Applications)

  • Intune (use of for deployment of Operating Systems and Applications)

  • Bitlocker encryption

  • Experience with network devices, network protocols, DNS, VPN, and load balancing

  • Software and application Troubleshooting

  • ITSM tools - ServiceNow

Education & Experience

§ Three years or more College diploma or any graduate degree

§ ACSP (Apple Certified Support Professional) certification or Apple Device Support certification

§ ACMT certification

§ CompTIA A+ certification or the CISSP certification - Preferred

§ At least 5+ years of experience in Deskside/Mac support operations in mid/large customer environments.

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