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Apple Support Specialist

Company: Ntiva
Location: Virginia Beach
Posted on: May 6, 2021

Job Description:

Ntiva is currently searching for rock stars who are motivated by the rush of helping people and organizations achieve success with their Apple technology. Are you a highly motivated individual with the ability to communicate effectively with clients and technicians? Do you possess mid-to-strong Apple IT knowledge? If so, then this position may be an excellent opportunity for you!

Duties: Duties include, but are not limited to, working from home to remotely support various client locations. This role is performed by a technical professional specializing in providing services to clients on Apple hardware and software. Activities include operation and maintenance nearly exclusive to the macOS operating systems. Although knowledge and experience with iOS/iPadOS are also beneficial. You will provide support to clients on a variety of issues. Conduct research to identify, understand, explain and resolve technology issues. Respond to telephone calls, email, and personnel requests for technical support - communicate updates to users that have been or may be affected by a problem. Document, track, and monitor the situation to ensure a timely resolution. Follow up with users after issues have been resolved. Initiate onboarding procedures for new users into the system. Ensure response times are quick and effective to resolve requests appropriately. Coordinates referrals to technical, professional, or service personnel depending on the repair, training, service, or software issue. A wide degree of creativity and latitude is expected.

Responsibilities:

  • Serve as an Apple technical escalation point.
  • Lead and implement projects from start to finish.
  • Mentor field and service desk engineers.
  • Provide timely, accurate, and friendly support and solutions to our customers by solving requests submitted to our support desk.
  • Perform scheduled remote appointments to resolve issues or configure changes to the customer's managed technology.
  • Provide recommendations, advice, and guidance for our customers' technology needs, purchases, and services.
  • Audit, maintain and update our shared knowledge base and documentation.
  • Rely on experience and judgment to plan and accomplish goals.
  • Client Service/People Oriented; Communication Superstar; Perseverance
  • High Adaptability and Attention to Detail
  • Ability to review, refine and create SOPs
  • Mac User creation/departures; macOS Software deployments
  • Ability to identify imminent failures and escalate as needed
  • Ability to identify misconfigured services or applications and escalate as needed

    Competencies: Troubleshooting skills. Ability to foster teamwork. Decision-making skills. Oral and written communication skills. Ability to identify and seek needed information and research skills. Apple macOS and iOS/iPadOS technical expertise.

    Position Requirements:
    • 3+ years of Apple support experience required.
    • An Associates' or Bachelor's degree or equivalent preferred in Computer Science, Information Systems, Engineering, Business, or other related fields. Or six years related experience, or training or equivalent combination of education and experience.
    • Ability to work in a fast-paced, high-volume environment.
    • Excellent customer service skills.
    • Strong verbal, interpersonal, and written communication skills.
    • Technical certifications focused on Apple technology.
    • Experience working for a managed services provider (MSP)

      Apply for This Job Associated topics: assist, assistance, desktop, information technology, information technology support, network, pc, service, support analyst, technician iii

Keywords: Ntiva, Virginia Beach , Apple Support Specialist, Other , Virginia Beach, Virginia

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