Apple Support Help Desk Engineer - Technical Support and Customer Service Expert for Mac and iOS Devices
Join the Team at Kaseya: Delivering Exceptional IT Solutions and Support
Kaseya is a renowned provider of comprehensive IT infrastructure and security management solutions, serving Managed Service Providers (MSPs) and internal IT organizations globally. With a strong presence in over 20 countries and managing more than 15 million endpoints worldwide, Kaseya has established itself as a leader in the industry. Our company culture is built on the principles of being BOLD, GRITTY, and ACCOUNTABLE, fostering an environment where employees can thrive and grow.
About Our Company
Founded in 2000, Kaseya has experienced sustained, strong double-digit growth over the years, backed by Insight Venture Partners, a leading global private equity firm. Our best-in-breed technologies empower organizations to efficiently manage and secure IT, driving sustained business success. We take pride in our award-winning solutions and invite you to learn more about our company and culture on our website.
Job Summary
We are seeking an experienced Apple Support Help Desk Engineer to join our team. As a technical support expert, you will be responsible for providing exceptional support to employees using Apple devices, troubleshooting hardware and software issues, and ensuring seamless operation of Apple products across our business environment. This is a fantastic opportunity to grow your career in a dynamic and supportive environment.
Key Responsibilities
- Provide timely and effective technical support to employees experiencing issues with Apple devices, such as MacBooks, iPads, and other related devices.
- Diagnose and resolve hardware and software problems on Apple devices, including connectivity issues, software glitches, and system errors.
- Perform incident triage and escalate or resolve based on incident scope.
- Build ongoing relationships with customers and provide exceptional customer service.
- Answer incoming support inquiries via various channels (chat, phone, email, etc.).
- Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system, and follow up within customer Service Level Agreement targets.
- Assist in interdepartmental projects to ensure target deliverables are met.
- Develop a strong understanding of internal and customer requirements and processes.
- Improve, evolve, maintain, and follow documented runbooks.
- Work with leadership to improve skill sets and career development opportunities.
- Keep up to date with knowledge base articles and other technical-related documentation.
- Manage multiple tasks in a fast-paced environment with competing priorities.
- Perform all other duties as assigned.
Requirements and Qualifications
Essential Qualifications:
- Associates degree in Information Technology, Business Administration, or equivalent experience.
- 2-3 years of experience in a Help Desk/Call Center environment, preferably with Apple devices.
- Proven experience as a Help Desk technician or other customer support role.
- Tech-savvy with working knowledge of Apple environments, MAC OS, line of business applications, Google Suite, and Microsoft Office, with some Windows OS experience.
- Creative problem-solving skills with a willingness to speak up and ask questions.
- Knowledge of Apple operating systems, proficiency in Active Directory, working knowledge of general IT infrastructure, Networking, and VPN basics.
Preferred Qualifications:
- Experience with products such as Jamf or Casper and Centrify.
- IT Certifications (CompTIA, Microsoft, HDI, etc.).
- Driven by learning new things and the ability to thrive in an environment filled with technology opportunities.
What We Offer
At Kaseya, we offer a competitive salary and a comprehensive benefits package, including opportunities for career growth and professional development. Our company culture is built on the principles of being BOLD, GRITTY, and ACCOUNTABLE, fostering an environment where employees can thrive and grow.
Work Environment and Culture:
- 100% in-office position at our brand-new location in Orlando, Florida.
- Collaborative and dynamic work environment.
- Opportunities for career growth and professional development.
Career Growth Opportunities and Learning Benefits
At Kaseya, we believe in investing in our employees' growth and development. We offer opportunities for career advancement, professional training, and mentorship programs to help you achieve your career goals.
Compensation, Perks, and Benefits
We offer a competitive salary and a comprehensive benefits package, including:
- Competitive salary.
- Comprehensive health insurance.
- Retirement savings plan.
- Paid time off.
- Opportunities for career growth and professional development.
Conclusion
If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As an Apple Support Help Desk Engineer at Kaseya, you will play a critical role in delivering exceptional support to our employees and driving business success. We look forward to hearing from you!