Apple Support Specialist

Are you looking for limitless career opportunities? Do you have a growth mi

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ndset, and like to take initiative?

If yes, then Ntiva is the right place for you! At Ntiva, we have a saying – “We exist to grow each other.” Our focus is helping each other, our clients, and our families grow both personally and professionally. Sound like something you could get into?  As one of the fastest-growing Managed Services Companies in the country, we are looking to fuel our team with powerhouse talent.

With strategic locations across the United States, and still led by our original founder Steven Freidkin, we specialize in helping organizations solve their complex Information Technology challenges no matter where they are located. Ntiva is a fast-paced environment where we collectively battle escalating cyber-attacks and stay on top of fast-changing technologies! Come explore one of our many opportunities!

 

How you will make an impact

As an Apple Support Specialist, you will be responsible for resolving technical support incidents within the Service Desk department.

 

Summary of Location and Hours

  • This is a 100% remote position.
  • Monday-Friday, 10 am-7 pm EST
  • Equipment is provided, must have home internet connectivity of at least 20mbps upload and 20mbps download.

 

What you will be doing

  • Work to complete reactive and/or proactive support cases, providing exceptional support and consultation to clients via phone, email, and chat support tickets.
  • Contact clients and vendors on behalf of Ntiva or our clients.
  • Articulate and share technical findings with management and clients in clear, concise, and understandable terms.
  • Respond to escalations from clients and technicians.
  • Work with team to ensure appropriate escalation and efficient resolution of issues.
  • Provide streamlined communication to management regarding escalated issues.
  • Facilitate a consistent customer experience by clearly documenting all troubleshooting steps and relevant interaction.
  • Ensure compliance with company best practices and procedures as well as legal and regulatory standards.
  • Creation/review of internal documentation, knowledge base articles, and new tools/utilities
  • Maintain proficiency in key technology areas through intentional, ongoing learning.
  • Work flexible hours as business needs dictate.
  • Participate in regular team meetings.
  • Keep management apprised of any issues related to the department.
  • Workstation hardware support
  • MacOS and iOS operating systems
  • Mobile Device Management (Addigy, preferred)
  • Microsoft Office 365 applications and online services
  • Other third-party applications and peripheral

You’ll be successful in this role if you have

  • 2+ years of Apple support experience
  • 1+ years of Help Desk experience
  • Apple Certified Support Professional (ACSP)
  • Strong problem-solving capabilities
  • Strong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clients.
  • Strong attention to detail and accuracy
  • Strong communication skills
  • Understand the business impact of technical problems and solutions.
  • Capability to manage and troubleshoot issues arising from the integration of Microsoft and Apple ecosystems, ensuring seamless operation and user experience.

Required language skills

  • Ability to communicate professionally, in English, both written and orally
  • Ability to write business correspondence and process procedures
  • Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

 

Bonus points for

  • Bachelor’s Degree in IT/MIS
  • Experience working for a Managed Services Provider
  • Apple retail experience
  • Familiarity with network devices such as firewalls and switches.
  • Any of the following certifications: A+, Network +, Security +

 

Job Performance Metrics

  • Billable utilization of 75% or higher
  • CSAT score of 98% or higher.
  • Complete and accurate case notes

 

Benefits and Perks

  • Medical, Dental and Vision coverage for employees and family
  • 401k + company matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – no vesting period!)
  • Group Term Life and Accidental Death and Dismemberment coverage (company provided)
  • Short-Term (voluntary enrollment) and Long-Term Disability coverage (company-provided)
  • Health Savings Account (HSA) Options / PPO Options
  • Paid Personal Time Off (PTO) + 2 Floating Holidays
  • Bonus plans
  • Tuition Reimbursement Program
  • Employee Assistance Program
  • Generous Employee Referral Program – the more you refer the more you earn!
  • Dynamic Recognition and Rewards
  • Work with Industry-Leading Talent
  • Clear Promotion and Advancement Tracks

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