Apple-Focused Tier 1-Tier 2 Helpdesk Consultant – Call Andy! Macintosh Consulting – Wayland, MA

Job title: Apple-Focused Tier 1-Tier 2 Helpdesk Consultant

Company: Call Andy! Macintosh Consulting

Job description: Who we're looking for:

We’re seeking a skilled Tier 1 – Tier 2 Helpdesk Consultant (HDC) who thrives on supporting diverse environments while providing excellent customer service. First and foremost, we’re looking for a candidate who is a Mac and overall tech enthusiast, has an engaging personality, enjoys working with people and is a team player.

This is a fully remote role, although there might be occasional travel to conferences, trainings and staff meetings.

Company culture matters to us and we’re looking for a great fit. We foster a culture of ethics, no blame, ownership through completion and an open, supportive, respectful attitude. We meet as a team for a short call at the beginning and end of each day.

The HDC is responsible for providing proactive and reactive services to new and existing customers in support of their IT infrastructure. We’re looking for someone who can hit the ground running and elevate our service offerings.

This role is often our most front-facing technical member of the Call Andy! team.

The right candidate is self-motivated, a strong multitasker and creative problem-solver with the ability to see the big picture of systems and workflows. Interpersonal skills, positive attitude, collaborative approach, customer management, time management, organizational skills and technical curiosity are critical to succeeding in this role. We’re looking for a candidate who isn’t job hopping and wants to settle in with a great company in a supportive environment. Extra points for stability and long-term commitment.

The work always varies - no two days or two clients are alike. You could be helping a CEO with their email, then fixing a residential user’s backup. If this variety appeals to you, read on…

Responsibilities include:
• Act as the first level of support for our Managed and Time & Materials (T&M) clients
• Work remotely with clients, often CEO-level or owners to discuss issues, analyze needs and deliver excellent support
• Provide day-to-day support for Mac, Windows and cross-platform environments for desktop, network, NAS and cloud systems
• Assist with all aspects of technology for our clients, including both systems & processes
• Help support a wide variety of technologies and users primarily with Apple products, as well as Windows systems and Android devices
• Assist in the deployment and ongoing support of Addigy MDM and Windows patch management, Google Workspace, M365, Backblaze, etc.
• Stay current on the related latest technologies available
• Identify technology gaps and document the opportunity in ConnectWise
• Escalate issues to senior consulting team and re-assign tickets to team members when required
• Perform weekly & monthly system audits and identify next steps when needed
• Create and update technical documentation for processes, 3rd party systems, tutorials, internal and external KB articles, as needed
• Maintain accurate documentation on client communication, system specifications and work performed
• Be part of emergency response team and be available off-hours in case of emergency (not typical)
• Ability to schedule occasional evening or weekend work if needed
• Contribute to team goals with regards to SLG requirements, ticket resolution, and customer satisfaction
• Perform all administrative functions expected at this level, such as accurate timesheet submission in real time
• Participate in supporting internal IT needs
• Other duties as required

Requirements
• Excellent problem-solving ability - must be able to efficiently analyze an issue, make recommendations, and take action
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Maintain pleasant, professional engagement, demonstrating empathy towards customers & internal team at all times
• Energetic, enthusiastic and results-oriented
• Effectively listen and provide thoughtful feedback to customers, vendors and internal team
• Ability to multitask
• Ability to work both independently and as part of the team
• Ability to prioritize work recognizing both the client and business needs
• Ability to remain calm under pressure
• Strong organizational and time management skills
• Superb written and interpersonal communications skills - relationship building with our clients is essential
• Good situational awareness and ability to pivot in a dynamic environment
• Interest in professional growth on your own and under company mentorship

Technical Skills Required:
• 2+ years supporting macOS and iOS operating systems, business applications, printing systems
• Basic understanding of network and internet protocols
• Experience and understanding of core concepts of Mac-focused systems
• Experience with basic network firewalls, switches & WiFi hardware and set-up preferred
• Experience with:
• User and account administration for Google Workspace, M365, Azure, etc.
• Mac OS, iOS, Windows 10/11
• Basic networking concepts
• NAS server/file sharing (Synology preferred)
• Basic understanding of DNS
• Microsoft Office productivity suite - Word, Excel, PowerPoint
• Apple productivity suite - Pages, Numbers, Keynote
• Apple Photos, Mail, Calendar, Contacts, Preview
• 1Password & Keychain
• Mac System Preferences
• iOS Settings
• Home Automation/IoT a plus
• jamf or Addigy MDM experience a plus

Other Requirements: • Minimum of two years supporting Apple products • IT certifications preferred - acquire and maintain industry certifications • Reliable car, clean driving record • Able to pass background checks • Proof of COVID vaccination • Business-appropriate home office environment including furniture and high-speed internet connection - 200 x 20 mbps minimum

Interested? Please complete the application.
• Job Type: Full-time
• Reports to: Manager, Technical & Service Delivery Team
• Pay: From $55,000 per year
• 100% WFH - occasional travel to conferences, trainings and staff meetings.

Benefits
• What We Offer:
• Competitive salary
• Performance-based incentives
• Generous bonus plan
• Health benefits including dental
• IRA with matching after your first complete year of employment
• Paid training & certifications related to core technologies
• Opportunities to attend and speak at industry conferences
• Company provided Mac laptop, displays, iPhone, tools
• Travel reimbursement
• Fun, collaborative working environment and culture
• Career growth and advancement opportunities

Expected salary: $55000 per year

Location: Wayland, MA

Job date: Tue, 15 Nov 2022 05:16:12 GMT

Apply for the job now!

Apply Job!