Jamf

Technical Support Specialist (BB-E0BA4)

Found in: Neuvoo Bulk AU

Description:

Job Description

Who we are:
Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people love to businesses, schools, and government organizations by simplifying Mac, iPad, iPhone and Apple TV deployment, management and security — anytime, anywhere. 

We are a group of curious, self-starters with a passion for helping people make sense of technology – freeing nurses to care, teachers to teach and businesses to thrive. We take pride in making meaningful impact for tens of thousands of customers around the globe, all the while getting to work with the best Apple infrastructure and security platform in the world. We have over 1,300 employees worldwide with offices in the U.S., Europe, Japan, and Australia. To learn more visit: https://www.jamf.com/careers. 

What you’ll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work. At Jamf, we empower people to be their best selves and do their best work. The Technical Support Specialist works within the Technical Support department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies.

The Technical Support Specialist provides assistance to Jamf users and is responsible for day-to-day interactions and overall customer satisfaction by providing support for Jamf Pro customers located primarily within Japan.

The Technical Support Specialist also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.


Responsibilities

  • Utilise available resources to resolve support issues independently and as part of a team
  • Work directly with customers to troubleshoot, recreate, and resolve Tier 1 and 2 issues related to Jamf products and supporting technologies, as well as other customer issues as assigned
  • Maintain excellent case documentation to allow for collaborative troubleshooting and resolution
  • Use strong judgment to determine the appropriate channel of customer communication (email, phone, screen sharing, etc.)
  • Maintain excellent case management to ensure target response times are met
  • Other duties and special projects as assigned
  • Performs all job responsibilities in alignment with the core values,
  • mission and purpose of the organisation
  • Adheres to the highest moral, ethical and legal standards to deliver
  • an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in
  • which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work
  • Skills & Requirements

  • Japanese language proficiency is required
  • English language proficiency is also required
  • Aptitude to learn complex technical concepts
  • Ability to troubleshoot and resolve issues related to server infrastructure, systems, networks, and hardware
  • Ability to prioritise issues based on severity and urgency
  • Capable of building good relationships with customers and peers at different levels
  • Capable of organising work efficiently
  • Good communicator, with ability to communicate and explain complex technical terms in an easy to understand, non-technical manner
  • Ability to work independently and as part of a team
  • Ability to effectively work from home as part of a remote working environment
  • Experience with macOS, iOS, and/or server platforms (Preferred, but not required)
  • Previous experience in technical support and/or systems administration is strongly preferred
  • How we help you reach your best potential:

  • We are progressive, but laid back. You are free to be you and work how you work best. Here, you manage your own day and your own work style.
  • Our people are what make us great, and we protect our people. Jamfs across the globe receive a superior compensation and benefits package.
  • Everyone has a voice and everyone can make a difference, our more than 90% employee retention rate agrees!
  • Opportunity to make a real and meaningful impact for more than 38,000 global customers with the best Apple device management solution in the world.
  • We put people over profits – which is why our customers keep coming back to us.
  • Ability to support and give back to your community through volunteer paid time off.
  • We embrace all perspectives. Our employee led I&D groups encourage employees to make real, actionable differences here at Jamf.
  • 24 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes).
  • Over 100,000 Jamf Nation users, the largest online IT community in the world.
  • You are the right kind of Jamf if:
    You go above and beyond for others, genuine and willing to help, always. You support the team around you, you don’t point fingers or pass blame. You take responsibility for your actions, are open, and respect others. You value different perspectives, in how you work and how you learn. You are naturally inquisitive, like to create and be creative. You are a problem solver, curious and resourceful, self-driven and constantly improving. You roll up your sleeves and dig in. You are excited by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You’re not a jerk. You put people first. You are a good person, someone who just wants to do the right thing.

    Why Jamf? 
    Our mission is simple; we help organizations succeed with Apple. At Jamf, we put people first. We focus on the human before we focus on the technology. We are just good people that have it at their core to do what’s right – for our customers, our employees and our communities.

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