Provides on-site and remote technical support for client technology environments. Installs, configures, repairs, maintains, and troubleshoots network equipment, workstations, peripherals, audiovisual systems, and backup solutions. Administers user accounts, inventory, software licenses, and client processes; documents SOPs and network diagrams; manages tickets and work queues; trains customers; and collaborates with support desk and technical account management teams to resolve issues and improve satisfaction.
Headquartered in Chadds Ford, PA, ACS International Resources (ACS) has provided managed IT services and consulting for over 30 years to our clientele. Our services include providing fully staffed 24/7/365 NOC and Help Desk Support, project management and implementation support, data warehousing and dashboard development, software development, and strategic consulting services to an array of corporate clients that align with their strategies and operations.
ACS is searching for a Business Technology Specialist to join our team for one of our clients in the New York City area. The Business Technology Specialist will be responsible for providing on-site technical support, maintaining the integrity of clients’ overall technological infrastructure, and delivering exceptional service that improves customer satisfaction, maximizes customer retention, and increases profitability.
Requirements
- Candidate should be local or willing to travel/commute to Lower Manhattan, NYC (Downtown).
- Minimum 3+ years of hands-on technical support experience, including computer hardware repair and strong customer-facing support.
- Strong experience supporting Apple/macOS users in a business environment, including troubleshooting Tier 2 and Tier 3 end-user issues.
- Hands-on experience with Jamf and/or Apple Business Manager, including device enrollment, configuration profiles, application deployment, policy troubleshooting, and managed Apple device support.
- Experience troubleshooting Apple devices that fail to enroll properly into MDM or receive expected applications, profiles, or security settings.
- Experience supporting mixed Windows and Apple environments.
- Ability to troubleshoot user authentication, shared drive access, permissions, network connectivity, and other common business technology issues across Windows and macOS environments.
- Experience deploying or supporting software, patches, printers, certificates, VPN configurations, and endpoint security tools is strongly preferred.
- Comfortable troubleshooting configuration profiles, device policies, and endpoint management issues.
- Strong understanding of end-user device provisioning and onboarding, including preparing and deploying new company-owned laptops and workstations.
- Strong troubleshooting and problem-solving skills with the ability to independently resolve Tier 2 and Tier 3 issues.
- Excellent communication and customer service skills, with the ability to support users onsite in a professional client-facing environment.
- Skills
- Excellent customer service skills
- Excellent hands-on technical support skills
- Excellent verbal and written communication skills
- Be capable of lifting up to 25 lbs
- Be able to install, configure, troubleshoot and resolve technical issues properly
- Manage all on-site installation, repair, maintenance, network administration, and test tasks for items including, but not limited to:
- Network Equipment (servers, firewalls, routers, wifi, switches)
- Workstations (desktops, laptops, monitors)
- Manage inventory of computers, peripherals, and software licenses
- Peripheral devices (printers, scanners, docking stations)
- Audio-visual equipment and backup solutions
- Provide training and education to customers about products and services
- Complete daily checklists, continuously monitor work queues and review and acknowledge all assigned tickets for the next day by the end of the current shift
- Document and implement client processes by creating SOPs (Standard Operating Procedures) including, but not limited to: New User Setup & Termination Processes (Active Directory), Workstation Setup Guides, or Network Diagrams
- Work with Technical Account Manager to manage the clients’ needs
- Provide excellent customer support and technical services onsite and remotely
- Take ownership of tasks and follow through to ensure complete resolution
- Work closely with the company’s support desk team to resolve technical issues
- Experience working in a team-oriented, collaborative environment
Benefits
- $65,000 - 80,000 / yr salary
- A company focused on maintaining a great company culture
- An opportunity to make a difference in the company and to be rewarded for doing so
- A company that is always looking to improve while adhering to our core principles
- An opportunity for career growth within the organization
- Competitive compensation package with variable pay potential and benefits
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