Technical Support Specialist I (BB-6E6E1)
Found in: Fidanto AU
Description:Job Description Who we are Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people enjoy in their personal lives to the workplace. Jamf s cloud software is the only solution of scale that automates Mac, iPad, iPhone and Apple TV deployment, management and security. We help organizations, businesses, hospitals, schools and government agencies, connect, manage and protect Apple products without ever having to touch the device 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 1,600 employees worldwide with offices in the U.S., Europe, Japan, and Australia. To learn more visit https careers. What you ll do at Jamf 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. 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 - Work to bridge coverage between cross-regional support teams - 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 - 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 encourage you to simply be you. We value the differences in the ways we all live and work. 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. - We know that big ideas can come from anyone, so we empower everyone to make an impact. Our more than 90 employee retention rate agrees - You will have the opportunity to make a real and meaningful impact for more than 47,000 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. - Our volunteer time off allows employees to support and give back to our communities. - We embrace all perspectives. Our employee resource 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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