Field Technical Support Representative
11 hours ago
BCforward is seeking a highly motivated Field Technical Support Representative to join our team in New York, NY.
Job Summary:
We are looking for a skilled technical support professional to provide Apple SME guidance to our technical support team. The ideal candidate will have a strong background in Mac OS and iOS support, as well as experience with hardware and software installation, support, and troubleshooting.
Responsibilities:
- Provide Apple SME guidance to our technical support team
- Develop and implement training initiatives and innovation projects
- Design and develop new hire onboarding training
- Lead in-person and virtual training classes
- Prepare training materials and videos
- Investigate and resolve complex installations and maintenance matters
- Provide on-site field support to customers
- Resolve customer issues related to hardware installation, repair, upgrade, and maintenance
- Instruct customers in the operation and maintenance of systems/equipment
- Ensure issues are referred to the appropriate personnel/service areas for follow-up, testing, and troubleshooting
- Act as a liaison with customers on administrative and technical matters
- Perform analysis and prepare reports on system problem trends and issues
Requirements:
- 5+ years of Apple field support experience
- Ticket and asset management
- Strong hardware and software installation, support, and troubleshooting skills
- Demonstrated background in Mac OS and iOS support
- Configuring new PCs/notebooks via imaging, SCCM, and standalone
- Remote install software/hardware and support
Preferred Education and Training:
- Associate degree in IT-related field (minimum)
- Apple training/certification (preferred but not required)
- Apple Store experience (preferred but not required)
Work Environment:
- Office environment
- Walk-up kiosk
- May require weekend work for critical and high-priority support only
- Will require shift work/on-call coverage
Benefits:
BCforward offers a comprehensive benefits package, including major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401(k).
About BCforward:
Founded in 1998, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. We champion the power of human potential to help companies transform, accelerate, and scale.
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