If you do NOT have experience supporting Mac users, this is not the position for you.
WHO YOU ARE:
1. Is a Mac enthusiast
2. Has experience supporting Mac users and providing white glove service to C-suite level
3. Likes going out in the field, meeting clients, and establishing strong client relationships
4. Likes working with a supportive team they can learn from but is capable of making informed decisions and taking on tasks without supervision and follow up.
5. Has experience providing support on all aspects of Mac; Mac OS, Mac server, iOS, troubleshooting Mac mobile devices, Mac Desktop, and various Mac applications.
6. Understands urgency with respect to each of our client’s needs and takes pride in providing efficient solutions and detailed notes.
7. Has Exceptional ability to multitask
8. Has Strong sense of urgency
9. Thrive in a fast-paced environment.
10. Bring a sense of joy, humor, humility, and an inquisitive mind to the office.
WHAT YOU WILL DO
Work out of bright and new mid-town office and go to clients onsites in NYC.
Get up to speed with a 3 week in house orientation. Learning the ins and outs of our clients and the DeepTech way to ensure you are set up for success.
Your day-to-day requires strong customer service skills as well as excellent organization and documentation.
A full range of service desk support tickets to be dispatched to you, (password resets, to printer setups, to OS updates, workstation migrations, server troubleshooting, MDM setups.)
Participation in the On-Call rotation.
Have regular check-in meetings with our Service Desk Manager.
Have regular Service Desk meetings to check in with your team and monthly all company meetings with breakfast!
More than anything you can expect to learn and be challenged and have opportunities to grow.
WHAT WE ARE LOOKING FOR
- MacOS, iOS, Android
- Be able to assist Windows users
- Application troubleshooting
- Email Security (Phishing identification/explanation to clients, identification of legitimate hacked account)
- Spam filter troubleshooting
- Familiarity with Keychain, LaunchAgents and LaunchDaemons
- Familiarity with using Activity Monitor and Console to troubleshoot and diagnose issues
- Experience using and proficient in Apple, Mac OS, Mac OS X Server, Windows OS and Office365
- Some administrative experience of MDM product such as JAMF, Mosyle, Intune, Meraki
- Comfortable with email migrations and some familiarity with various email services.
- Comfortable with network hardware to include firewalls, routers, and switches.
- Comfortable with various backup solutions, experience with Acronis is a plus.
- Comfortable with the following typical client stacks: Typical stack for Windows or Mac OS environments is Google Workspace, Sonicwall, Cisco Meraki, Office 365, Etc.)
- Familiarity with server configuration and troubleshooting (Server 2012-2022, MacOS Server, NAS)
- Network layer 1-3 troubleshooting (NGFW/Switching/WiFi/VPN tunneling, SSL VPN)
- VoIP troubleshooting
- Understand and configure RAID on various platforms
- Advanced email troubleshooting (NDR, contacting email host support)
- Certs/PKI understanding
WHAT WE EXPECT
· Proven track record of at least 3 years of experience supporting Windows and Apple environments.
· Strong abilities in supporting PC, (everything from adding RAM to replacing an SSD to strong command line knowledge.)
· Adept at Apple, (including OS upgrades, migrations, iOS support and familiarity with MDM.)
· Enjoys working with clients onsite in the city and establishing strong client relationships.
· Exceptional ability to explain technical concepts to non-technical users with approachability and empathy.
· Thrives when working with a knowledgeable supportive team. Capable of asking for assistance as well as making informed decisions and taking on tasks without supervision and follow-up.
· Exceptional ability to multitask with an understanding of ticket priorities and urgency.
· Experience using a ticketing system / RMM tool and PSA software.
· Ability to prioritize a queue of dispatched service desk tickets and handle a fast-paced environment.
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WHAT WE OFFER
+ Benefits: Cell Phone reimbursement, commuter benefit program, employee referral, EAP, 9 holidays, PTO & Sick time. Medical, Dental, Vision, Life, AD&D Insurance.
+ Continuing Education: In addition to having annual goals to pursue your higher education, we provide a standard and a specialized training path for each employee.
+ Office environment: Be part of a team that celebrates anniversaries, has ping pong games, monthly employee appreciation prizes and a workplace with humor, levity and occasionally a dog running around.
+ The ability to work with autonomy while being supported by a team and coached by an encouraging management team.
WHO WE ARE: DeepTech Inc. has been a mainstay in the world of NYC MSP’s for over 20 years. Built from the ground up with long-lasting client relationships.
What are DeepTech’s values? Transparency, Dependability, Integrity, Versality and we are nothing without Team-work
What are DeepTech’s offerings?
Flexible Helpdesk
Procurement & Provisioning Solutions
Strategic Projects
Business Protection & Continuity
Virtual CIO
What advice would DeepTech give a new client? Backups are everything.
If DeepTech were an animal what would it be? Ohhh good one! I would say a dog, lion, octopus hybrid. We are friendly and loyal, are protective of our staff and our clients and have the ability to adapt and help clients maneuver their way through tricky technical situations.
Check us out!
https://deeptechinc.com/
https://www.instagram.com/deeptechnyc/
DeepTech is committed to being an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.