Technical Support Analyst

2 weeks ago


New York, New York, United States MTS Pro Services Full time
Become a Part of the IT Support Team at MTS Pro Services

If you have a passion for technology, gaming, music, or outdoor activities, MTS Pro Services offers an exciting environment for you. Our inclusive team encourages discussions on various topics, from software preferences to industry trends. We take pride in nurturing talent, with many of our senior staff having advanced from entry-level roles. If you are dedicated to providing exceptional IT support and customer service in a vibrant workplace, MTS could be the ideal place for you.

Position Overview:

MTS Pro Services is seeking a Tier 1 Technical Support Analyst to assist clients in the business and educational sectors within our Professional Services division. In this role, you will be responsible for managing Help Desk inquiries, delivering support through various channels, diagnosing client issues remotely, and escalating more complex cases as necessary. Candidates should possess a professional demeanor, foundational Mac technical skills, and preferably have experience in a call center environment.

This hybrid position requires regular attendance at our office, along with occasional visits to clients in the surrounding areas. All employees must be vaccinated against Covid-19.

Key Responsibilities & Required Qualifications:

  • At least 1 year of experience troubleshooting Mac/iOS in a professional context
  • Excellent verbal and written communication abilities
  • Apple Certified Support Professional (ACSP) certification is a plus
  • Additional certifications such as CompTIA A+, Net+, or Google IT Support are advantageous
  • Ability to thrive in a dynamic team environment
  • A High School Diploma and a valid driver's license are mandatory

Core Duties & Responsibilities:

  • Deliver technical assistance via chat, email, and phone
  • Provide onsite support to clients in the local area
  • Document incidents accurately
  • Maintain a courteous and professional attitude with clients
  • Effectively communicate technical solutions
  • Remotely troubleshoot and resolve client issues
  • Contribute to Help Desk and Knowledge Base documentation
  • Enhance job performance by adding value to requests
  • Perform additional responsibilities as needed

About MTS Pro Services:

MTS Pro Services is a Mac-centric organization dedicated to delivering IT solutions to businesses and educational institutions. With a commitment to fostering a positive work atmosphere, we offer competitive compensation, benefits, and opportunities for professional advancement. Our team of Mac support specialists upholds high standards of professionalism while enjoying a fun and collaborative work environment.

Salary Range: $45,000-55,000 per year



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