L1 Support Technician

Responsibilities

• Coordinate the dispatch and receipt of IT equipment, particularly Apple devices, with vendors.
• Troubleshoot and resolve software and hardware issues related to Mac and PC systems.
• Identify when to escalate complex technical issues to appropriate teams.
• Support and manage key systems such as Slack, G Suite, Jamf, Okta, Jira/Confluence, Mac, PC, and Zoom.
• Diagnose and repair Mac hardware issues, collaborating with external vendors for repairs and replacements as necessary.
• Troubleshoot basic network issues, including DNS, VPN, and Wi-Fi connectivity, with a focus on Mac environments.
• Manage IT support tickets efficiently, adhering to service-level agreements (SLAs).

Qualifications

• 1-3 years of hands-on experience in IT support or a similar technical role.
• Strong expertise in supporting Apple products, particularly Mac.
• Proficiency with JAMF MDM (Mobile Device Management).
• Eagerness to learn new technologies and grow your skill set.
• Proven ability to manage support tickets and meet SLAs.
• Excellent troubleshooting and problem-solving skills, particularly in a Mac-centric workspace.
• Strong communication skills with a customer-focused mindset, ensuring excellent service delivery.

Bonus Skills

• Experience with Zoom Room configuration and management.
• Familiarity with supporting AV technologies, especially in large meetings and events.
• Knowledge of IT infrastructure and security protocols within a Mac/Apple ecosystem.