Mac Support Engineer

Job Summary: As an analyst, you will assess, troubleshoot, and resolve employee requests in person as needed on a daily basis. Requests will vary from hardware and software to corporate infrastructure related issues requiring on-site analysis & resolutions. You’ll provide outstanding customer service while managing engagement between end users, operational leadership, and IT teammates.

Required Skills/Experience:

1. Experience collaborating with various teams in a service-oriented customer-success environment.
2. Experience troubleshooting issues, researching solutions, and problem-solving efficiency.
3. Ability to learn & adapt quickly to new technologies and business requirements.
4. Ability to solve complex incidents by applying known documented solutions and processes, while maintaining work task ownership to completion with minimal direct supervision.
5. Ability to communicate with different audiences, regardless of technical understanding, across multiple channels including face to face, instant messaging, emails, and video conferencing.
6. Ability to leverage attentive listening to understand and empathize with customer needs.
7. Experience supporting various OS in an enterprise environment including:
8. MacOS (primary), Windows 10 (secondary), iOS, and Android.
9. Experience supporting various hardware in an enterprise environment including:
10. Apple Laptop (primary), Dell / HP Laptop (secondary), desktops (Apple and HP), corporate-owned mobile devices (iOS/Android), and standard peripherals.
11. Experience supporting and troubleshooting corporate networks and remote user environments.
12. Experience supporting and troubleshooting L1 Active Directory related issues.
13. Experience on endpoint security tools L1 (Anti-virus / Firewall / Two-factor authentication).
14. Experience supporting and troubleshooting conference room tools L1 (Audio / Visual) as needed.
15. Adherence to security policies and corporate best practices.
16. Ensuring support content is accurate and up to date (Knowledge base maintenance).