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Job Description

Work directly with the client team of endpoint engineers to support a range of devices and software, acting as the first point of contact for escalations of cases related to endpoints with the goal of resolving issues

Schedule time with End Users to remotely connect to devices and troubleshoot issues

Diagnose and resolve moderately complex technical issues independently, leveraging internal and external documentation

Collect error details, logs, and other information helpful in researching issues where a fix is not evident

Collaborate with client Windows and Mac engineers to research and find resolutions for more complex issues or problem tickets affecting multiple end users

Create clear and concise knowledge articles that empower support personnel to effectively resolve end users issues independently, reducing escalation rates

Manage and update Problem Tickets when large numbers of customers are experiencing a challenge with a similar root cause

Proficient in using ticketing systems to track, manage, and resolve support requests

Be customer focused and committed to providing timely and effective support to end users

Handle challenging situations with professionalism and empathy

Work with Microsoft Support and Apple Enterprise Support as needed to help facilitate the resolution of issues

Compensation:

$22/hr to $30/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of

employment, including options for medical, dental, and vision insurance. Eligibility to enroll in

the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this

role will have access to paid sick leave and other paid time off benefits as required under the

applicable law of the worksite location.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

Speak at a High Level of expertise involving MAC experience. Must have strong Mac experience in addition to strong Windows experience.

Someone that has the ability to create good documentation for the knowledge base.

Someone that can accurately document troubleshooting efforts when working on an incident.

Someone that can collect error details, logs, and other information helpful in researching issues where a fix is not evident

Must have 7+ years of experience null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].