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Technical Support Specialist I

2 months ago

New York, United States JAMF Software LLC Full time

At Jamf, people are at the core of everything we do. We do what's right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple. Jamf offers remote, hybrid, and in-office positions. Work in the office, connect remote from your home, or find the blend that works best for your role. What you'll do at Jamf: The Technical Support Specialist provides technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The position provides firsthand assistance to end-users and is responsible for day-to-day interactions with customers. The position also actively participates in the creation, maintenance, and sharing of technical information and documentation related to core Jamf products and supporting technologies. Shift - 7:00am - 3:30pm CT What you can expect to do in this role: Utilize available resources to resolve support issues independently and as part of a team Work firsthand with customersto troubleshoot, recreate, and/or resolve support issues related to JAMF products and supporting technologies Answer local support number and contribute to the global support resource pool Maintain excellent case documentation to allow for collaborative troubleshooting and resolution Effectively communicate with customers in all formats and use judgment to determine the appropriate channel of response (email, phone, screen sharing, etc.) Maintain case management to ensure target response times are met Actively participates cross-departmentally and cross-regionally in the creation, maintenance, and sharing of technical information and documentation related to core Jamf products and supporting technologies Other duties and special projects as assigned #LI-Remote What we are looking for: Minimum 1 year exceptional customer service skills along with the ability to interact with internal and external customers(Required) Minimum of 1 years previous experience in technical support and/or systems administration(Preferred) Minimum of 2 years Experience with MacOS and server platforms (Preferred) Ability to communicate complex technical terms in an easy to understand, non-technical manner Ability to engage with and establish trust and rapport with all levels of customers and employees Ability to perform troubleshooting and problem solving tasks related to systems, networks, and hardware Capacity to multi-task and quickly prioritize duties Aptitude to quickly learn technical concepts Ability to work independently and as part of a team High School Diploma or GED (Required) 2 Year / Associates (Preferred) A combination of relevant experience and education may be considered How we help you reach your best potential: Named a 2022 Best Workplace in Technology by Great Place to Work and Fortune Magazine Named a 2023 Best Workplaces for Women by Great Place to Work and Fortune Magazine Named a 100 Best Companies to Work For by Great Place to Work and Fortune Magazine We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities. Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 70,000 global customer base. Our customers are some of the most loyal in the world. We put people over profits - which is why our customers keep coming back to us What is a Jamf? You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are curious and resourceful, a problem-solver, self-driven and constantly improving. You are excited to try new things, explore new ideas, and seek new opportunities. You care about inclusion and diversity, social responsibility, and are someone who just wants to do the right thing. What does Jamf do? Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf's purpose is to simplify work by helping organizations manage and secure an Apple experience that end-users love and organizations trust. We are free-thinkers, can-doers and problem crushers with a passion for helping customers empower their workforce to focus on their jobs, not the hassles of managing technology - freeing nurses to care, teachers to teach and businesses to thrive. We have over 2,500 employees worldwide who are encouraged to bring their whole selves to work each and every day. Get social with us and follow the conversation at #OneJamf Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. Jamf is an equal opportunity employer and does not discriminate with regard to race, color, national origin, age, religion, disability, gender, gender identity or expression, sexual orientation, pregnancy, genetic information, familial status, marital status, military status, or any other characteristics protected by federal, state, and local applicable fair employment practices laws. Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly