Technical Support Specialist

The Technical Support Specialist position works within the Customer Service department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The position provides firsthand assistance to end-users and is responsible for day-to-day interactions with customers. The position also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.

Responsibilities:

  • Utilize available resources to resolve support issues independently and as part of a team
  • Work firsthand with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
  • Answer local support number and contribute to the 24/7 global support resource pool
  • Maintain excellent case documentation to allow for collaborative troubleshooting and resolution
  • Effectively communicate with customers in all formats and use judgment to determine the appropriate channel of response (email, phone, screen sharing, etc.)
  • Maintain case management to ensure target response times are met
  • Other duties and special projects as assigned

Professional Qualifications:

  • Aptitude to quickly learn technical concepts and communicate to technical & non-technical audiences
  • Ability to perform troubleshooting and problem solving tasks related to systems, networks, and hardware
  • Capacity to multi-task and quickly prioritize duties
  • Exceptional customer service skills along with the ability to interact with customers and prospects
  • Strong interpersonal and organizational skills
  • Excellent written and oral communication skills
  • Ability to work independently and as part of a team
  • Experience with Mac OS, iOS, and server platforms is preferred
  • Previous experience in technical support and/or systems administration a plus

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