Experienced Apple-Focused Tier 1-Tier 2 Helpdesk Consultant – Remote Technical Support Specialist for Mac and Cross-Platform Environments

Introduction to Call Andy! Macintosh Consulting

Imagine being part of a dynamic and forward-thinking team that values innovation, ethics, and customer satisfaction. At Call Andy! Macintosh Consulting, we're passionate about delivering exceptional technical support services to our diverse client base. As a leader in the IT industry, we're committed to fostering a culture of excellence, respect, and open communication. Our team is dedicated to providing top-notch solutions, and we're now seeking an experienced Apple-Focused Tier 1-Tier 2 Helpdesk Consultant to join our ranks.

Job Overview

As an Apple-Focused Tier 1-Tier 2 Helpdesk Consultant, you will be the primary point of contact for our clients, providing proactive and reactive technical support services for their IT infrastructure. This is a fully remote role, offering you the freedom and flexibility to work from the comfort of your own home. You will be responsible for resolving technical issues, analyzing problems, and delivering excellent customer service to our clients. If you're a tech-savvy individual with a passion for Apple products and a strong desire to help others, we want to hear from you.

Key Responsibilities

• Act as the first level of support for our Managed and Time & Materials (T&M) clients, providing timely and effective solutions to their technical issues
• Work remotely with clients to discuss issues, analyze needs, and deliver excellent support, often at the CEO-level or with owners
• Provide day-to-day support for Mac, Windows, and cross-platform environments, including desktop, network, NAS, and cloud systems
• Assist with all aspects of technology for our clients, including systems and processes, to ensure seamless integration and optimal performance
• Help support a wide variety of technologies and users, primarily with Apple products, as well as Windows systems and Android devices
• Assist in the deployment and ongoing support of Addigy MDM, Windows patch management, Google Workspace, M365, Backblaze, and other technologies
• Stay current with the latest technologies and trends, identifying opportunities for growth and improvement
• Escalate issues to senior consulting team and re-assign tickets to team members when required, ensuring efficient resolution and minimal downtime
• Perform weekly and monthly system audits, identifying next steps and implementing changes as needed
• Create and update technical documentation for processes, 3rd party systems, tutorials, internal and external KB articles, and other knowledge base resources
• Maintain accurate documentation on client communication, system specifications, and work performed, ensuring transparency and accountability
• Be part of our emergency response team, available off-hours in case of emergency, and schedule occasional evening or weekend work as needed
• Contribute to team goals, including SLG requirements, ticket resolution, and customer satisfaction, driving our commitment to excellence
• Perform all administrative functions expected at this level, such as accurate timesheet submission in real-time, and participate in supporting internal IT needs

Essential Qualifications

To succeed in this role, you will need:

• Excellent problem-solving ability, with the capacity to efficiently analyze issues, make recommendations, and take action
• Intellectually resourceful, with sound judgment and effective decision-making abilities
• Maintain pleasant, professional engagement, demonstrating empathy towards customers and internal team members at all times
• Energetic, enthusiastic, and results-oriented, with a strong desire to deliver exceptional customer service
• Effective listening and communication skills, with the ability to provide thoughtful feedback to customers, vendors, and internal team members
• Ability to multitask, prioritize work, and manage time efficiently, recognizing both client and business needs
• Ability to remain calm under pressure, with a strong organizational and time management skills
• Superb written and interpersonal communication skills, with a focus on building strong relationships with our clients
• Good situational awareness and ability to pivot in a dynamic environment, with a strong interest in professional growth and development

Technical Skills Required

You will need:

• 2+ years of experience supporting macOS and iOS operating systems, business applications, and printing systems
• Basic understanding of network and internet protocols, with experience in core concepts of Mac-focused systems
• Experience with basic network firewalls, switches, and WiFi hardware setup, preferred
• Experience with user and account administration for Google Workspace, M365, Azure, and other cloud-based services
• Familiarity with Mac OS, iOS, Windows 10/11, and basic networking concepts
• Knowledge of NAS server/file sharing, Synology preferred, and basic understanding of DNS
• Experience with Microsoft Office productivity suite, Apple productivity suite, and other software applications
• 1Password and Keychain experience, with a strong understanding of Mac System Preferences and iOS Settings
• Home Automation/IoT experience, jamf or Addigy MDM experience, and other technical skills are a plus

Other Requirements

You will need:

• Minimum of two years supporting Apple products, with IT certifications preferred
• Reliable car, clean driving record, and ability to pass background checks
• Proof of COVID vaccination and a business-appropriate home office environment, including furniture and high-speed internet connection (200 x 20 mbps minimum)

Career Growth Opportunities and Learning Benefits

At Call Andy! Macintosh Consulting, we're committed to helping our team members grow and develop in their careers. As an Apple-Focused Tier 1-Tier 2 Helpdesk Consultant, you will have access to:

• Paid training and certifications related to core technologies, to enhance your skills and knowledge
• Opportunities to attend and speak at industry conferences, to stay up-to-date with the latest trends and best practices
• Company-provided Mac laptop, displays, iPhone, and tools, to ensure you have the resources you need to succeed
• Travel reimbursement, to support your professional development and networking opportunities
• A fun, collaborative working environment and culture, with a strong focus on teamwork and camaraderie
• Career growth and advancement opportunities, to help you achieve your long-term career goals

Work Environment and Company Culture

Our company culture is built on a foundation of ethics, respect, and open communication. We value our team members and strive to create a positive and supportive work environment. As an Apple-Focused Tier 1-Tier 2 Helpdesk Consultant, you will be part of a dynamic team that:

• Fosters a culture of no blame, ownership, and completion, with a focus on delivering exceptional customer service
• Meets as a team for short calls at the beginning and end of each day, to ensure everyone is informed and aligned
• Encourages collaboration, creativity, and innovation, with a strong focus on continuous learning and improvement
• Supports work-life balance, with a flexible and remote work arrangement, to ensure you can manage your personal and professional responsibilities

Compensation, Perks, and Benefits

We offer a competitive salary, reflecting our commitment to attracting and retaining top talent. As an Apple-Focused Tier 1-Tier 2 Helpdesk Consultant, you will receive:

• A competitive salary, with a starting salary of $55,000 per year
• Performance-based incentives, to recognize and reward your achievements and contributions
• Generous bonus plan, to provide additional financial rewards for your hard work and dedication
• Health benefits, including dental, to support your physical and mental well-being
• IRA with matching, after your first complete year of employment, to help you plan for your future
• Opportunities for career growth and advancement, to help you achieve your long-term career goals

Conclusion

If you're a motivated and tech-savvy individual with a passion for Apple products and a strong desire to deliver exceptional customer service, we want to hear from you. As an Apple-Focused Tier 1-Tier 2 Helpdesk Consultant, you will be part of a dynamic team that values innovation, ethics, and customer satisfaction. Apply now to join our team and take the first step towards an exciting and rewarding career in technical support.

Don't miss this opportunity to work with a forward-thinking company that values its team members and strives to create a positive and supportive work environment. Apply today and become part of our team of experts who are dedicated to delivering exceptional technical support services to our clients.