Mac IT Support Specialist

5 days ago

New York, New York, United States MTS Pro Services Full time
Job Title: Mac On-site IT Support Specialist

We are seeking a skilled Mac IT Support Specialist to join our team at MTS Pro Services. As a key member of our team, you will provide top-notch technical support to our business clients on-site in New York City.

Job Summary:

The successful candidate will have a strong background in troubleshooting and supporting Mac/iOS devices in a business or education environment. You will work closely with our clients to resolve technical issues, design and implement new technical solutions, and provide exceptional customer service.

Responsibilities:
  • Provide professional and courteous Tier 2 technical support onsite in NYC five days a week
  • Document and assess clients' support needs, perform troubleshooting and resolve their issues within agreed SLA's
  • Work with VIPs to provide white glove technical support
  • Assist in user onboarding by working with new staff on their first day
  • Clearly communicate expectations to client
  • Configure hardware as needed
  • Assist in designing, implementing and supporting client solutions
  • Assist in Professional Services projects as needed
  • Monitor and test performance of applications and infrastructure, foreseeing potential bottlenecks and proactively identifying possible solutions
  • Discover new sales opportunities in existing client infrastructure
  • Assist in monitoring technical health through our suite of tools
  • Continual maintenance of security, including backup and redundancy strategies
  • Attend client meetings with the Sales Team to provide technical knowledge and sales support as needed
  • Help department further refine and develop best practices, standard operating procedures, and IT policy
  • Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Perform other job related duties as needed
Requirements:
  • 3+ years experience troubleshooting and supporting Mac/iOS devices in a business or education environment
  • Experience in an IT Help Desk environment, working with multiple clients in any given day, providing 2nd level support
  • Experience troubleshooting and supporting wired and wireless networks, as well as network security devices (firewalls)
  • Experience troubleshooting and supporting Cloud and SaaS solutions for mail, document management, and other areas of business
  • Excellent verbal and written communication skills
  • Apple, networking, and/or MDM certifications are preferred but not required for consideration for this position
  • Ability to work as part of a team in a high speed dynamic environment
  • Must have a High School Diploma or equivalent and a current driver's license
What We Offer:

MTS Pro Services offers a competitive salary of $65,000-80,000 annually, a full benefits package including health insurance, 401k, and plenty of room for career growth and advancement. We foster an open, energizing and collaborative environment and our team is made up of passionate Mac support professionals who deliver to high standards but also have fun in the process.

We are an equal opportunity employer and welcome applications from diverse candidates.

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