Desktop Support - Level 2 - Mac & Windows

 

Desktop Support Technician - MAC

 

The role of the Desktop Support Technician is to help Employees with all facets of the corporate computing environment. The Desktop Support Technician must combine an understanding of Macintosh, Windows and Linux with first hand experience. Good communication and interpersonal skills are important so the function can effectively work with internal groups and our client’s end users. Helpdesk and Field Operations support the corporate computing environment along with much of the local infrastructure for the site in Sunnyvale, California .

 

Duties and Responsibilities:

 

·  Work with MAC customers on the engineering and business sides of the house to resolve common MAC issues.

·  Provide support for Microsoft Office Suite for both Windows and MAC operating systems.

·  Regularly collaborate with more advanced groups to work out complex configuration issues, and you provide guidance and documentation back to the team.

·  The ability to take on small projects from start to finish utilizing best practices for tracking and reporting.

·  Updating knowledge bases and process document might be out of date.

·  Work with other technicians to resolve or properly close aging tickets.

·  Manage the individual ticket queue.

·  Ensure excellent customer satisfaction.

·  Manage assignments to either meet or exceed Client SLA’s.

·  Respond appropriately to customer escalations.

·  All other tasks as assigned by the Supervisor.

 

Technical Skills:

 

·  3 or more years consecutive experience in Mac desktop support

·  Strong technical skills

·  Ability to troubleshoot software, hardware and connectivity issues

·  Experience with installation, upgrade, and maintenance of  software, hardware, and peripherals

·  Experienced in supporting Engineering or other knowledgeable users in an environment that includes:

·  Mac OS X and Windows XP

·  Wired and Wi-Fi Networking with Windows AD

·  Exchange email with Entourage and Mail.app

·  Microsoft Office suite of products

·  VM configurations using Fusion or Parallels

 

Interpersonal Skills:

 

·  Attention to detail

·  Good problem solving, diagnosis and troubleshooting skills

·  Strong customer service skills including follow-up, verbal and written communication

·  Ability to communicate technical issues in non-technical terms

·  Ability to work independently and within a team

·  Ability to prioritize and address multiple tasks in a dynamic work environment

 

Additional Beneficial Skills:

 

·  Hardware repair

·  Image development, maintenance and deployment

·  Familiarity with encryption and security tools

·  Produce/maintain documentation

·  Train end-users

 

 

If you are interested email your resume to: jhingon@milestn.com