Field Technical Support Rep-3
: Job Details :

Mac Responsibilities:

• Provide Technical Support: Offer comprehensive technical support for MacOS devices, ensuring timely resolution of hardware and software issues.
• Device Management: Utilize JAMF and MaaS360 to manage and deploy Apple devices, ensuring compliance with organizational policies and security standards.
• User Assistance: Assist end-users with troubleshooting and resolving technical issues related to MacOS, including account support, application support, and network connectivity.
• System Maintenance: Perform regular system updates, patches, and maintenance tasks to ensure optimal performance and security of MacOS devices.
• Documentation: Maintain accurate records of support requests, resolutions, and device configurations using IT service management tools. = Can be omitted since it is not exclusive to Macs
• Training and Guidance: Provide training and guidance to end-users on best practices for using MacOS devices and related software.
• Collaboration: Work closely with other IT team members to implement and support IT projects, ensuring seamless integration and operation of MacOS devices within the organization's IT infrastructure.
• Security Compliance: Ensure all MacOS devices comply with security policies and procedures, including encryption, antivirus, and data protection measures.
• Incident Management: Respond to and resolve incidents in a timely manner, escalating complex issues to higher-level support when necessary.
• Continuous Improvement: Stay updated with the latest MacOS developments, JAMF, and MaaS360 features, and recommend improvements to enhance IT support services.

Other responsibilities:

• ssists in investigating and resolving complex installations and maintenance matters of significance.
• Provides on-site field support to customers including installation, and servicing and repairing systems and equipment.
• Verifies and approves operational quality of system equipment.
• Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance.
• Instructs customers in the operation and maintenance of systems/equipment.
• Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
• cts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analysis and prepares reports on system problem trends and issues

Work Environment:

• Office environment
• Walk up kiosk/ vending and lock / network printers