Technical Support Engineer

*** This is where your organization can create a consistent intro to all of your jobs, creating consistency in voice and messaging across all job posts

*** C'est ici que votre organisation peut créer une introduction cohérente à tous vos emplois, en créant une cohérence dans la voix et la messagerie dans tous les postes.

What You’ll Do At Jamf

At Jamf, we empower people to be their best selves and do their best work. The Technical Support Associate works within the Technical Support department to provide technical support and guidance for customers related to the installation, troubleshooting, and integration of Jamf products and supporting technologies. The Technical Support Associate provides direct assistance to Jamf users and is responsible for fielding phone calls and live chat requests directly from customers, as well as delivering Tier 1 technical support to Jamf Pro and Jamf Now customers with an emphasis on first-touch issue resolution.

Responsibilities

Utilize available documentation and resources to identify and resolve customer issues quickly and effectively to maximize same-day resolution and customer satisfaction

Answer regional support phone calls and live chat requests, and contribute to the 24/7 global support resource pool to maintain the availability and reliability of technical support for customers

Create excellent case notes to document issues for collaborative troubleshooting and resolution to ensure painless hand-offs when escalating customer issues

Effectively communicate with customers in all mediums to meet evolving customer demand to maximize customer satisfaction

Maintain best practices in case management to escalate cases quickly and effectively as needed to minimize the resolution time of customer issues

Other duties and special projects as assigned

Performs all job responsibilities in alignment with the core values, mission and purpose of the organization

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

Aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences

Ability to perform basic troubleshooting and problem-solving tasks related to server infrastructure, systems, networks, and hardware

Capacity to multi-task and quickly prioritize duties

Exceptional customer service skills

Strong interpersonal and organizational skills

Excellent written and oral communication skills to thrive in a fast-paced environment

Ability to work independently and as part of a team

Experience with macOS, iOS, is preferred

Experience with macOS, Windows, and/or Linux server platforms is desirable

Associate's Degree or equivalent experience (required), Bachelor's Degree or equivalent experience (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.

Be your own self-starter. We support each other no doubt, but we thrive taking initiative and are empowered to roll up our sleeves, dig in, and push forward.

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 34,000 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 at a 96% customer retention rate

Ability to support and give back to your community through volunteer paid time off.

Ability to grow in your professional career through advancement opportunities, including tuition reimbursement for those obtaining a degree.

20 of the Top 25 Fortune 500 companies rely on Jamf to do their best work.

We are relentless, but we are selfless. You can create and be creative, dig in, break it down, and troubleshoot to help others make sense of technology.

Best - in - class training in professional growth and product knowledge.

*** Similar to the introduction that can precede all job descriptions, an outro can also be formatted for consistency on all posts

*** Semblable à l'introduction qui peut précéder toutes les descriptions de poste, une outro peut également être formatée pour la cohérence sur tous les messages