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Technical Support Specialist

Company: Vista Equity Partners
Location: Austin
Posted on: June 12, 2021

Job Description:

Who we are:

Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people love to businesses, schools, and government organizations by simplifying Mac, iPad, iPhone and Apple TV deployment, management and security - anytime, anywhere.

We are a group of curious, self-starters with a passion for helping people make sense of technology - freeing nurses to care, teachers to teach and businesses to thrive. We take pride in making meaningful impact for tens of thousands of customers around the globe, all the while getting to work with the best Apple infrastructure and security platform in the world. We have over 1,300 employees worldwide with offices in the U.S., Europe, Japan, and Australia. To learn more visit: https://www.jamf.com/careers.

What you'll do at Jamf:

At Jamf, we empower people to be their best selves and do their best work. The Technical Support Specialist works within the Technical Support department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The Technical Support Specialist provides assistance to Jamf users and is responsible for day-to-day interactions with customers and overall customer satisfaction by providing support for Jamf Pro customers. The Technical Support Specialist 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 directly with customers to troubleshoot, recreate, and resolve Tier 2 issues related to Jamf products and supporting technologies, as well as other customer issues as assigned
  • Contribute to the 24/7 global support resource pool
  • Maintain excellent case documentation to allow for collaborative troubleshooting and resolution
  • Use strong judgment to determine the appropriate channel of customer communication (email, phone, screen sharing, etc.)
  • Maintain excellent case management to ensure target response times are met
  • Other duties and special projects as assigned

Keywords: Vista Equity Partners, Austin , Technical Support Specialist, Other , Austin, Texas

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