Introduction to Ntiva
Ntiva is a leading Managed Services Provider (MSP) dedicated to helping organizations solve complex Information Technology challenges. With a strong presence across the United States and a commitment to innovation, we are seeking talented individuals to join our team. Our company culture is built on the principle of "We exist to grow each other," focusing on personal and professional growth for our employees, clients, and their families. As a fast-paced and dynamic environment, Ntiva offers the perfect platform for career advancement and skill development.
Job Overview
We are currently looking for an experienced Apple Support Specialist to join our Service Desk department. As an Apple Support Specialist, you will play a crucial role in resolving technical support incidents, providing exceptional consultation to clients, and ensuring seamless operation of Apple devices and ecosystems. This is a 100% remote position, offering the flexibility to work from anywhere, with a standard Monday to Friday schedule and occasional flexible hours as business needs dictate.
Key Responsibilities
- Work on reactive and proactive support cases, delivering top-notch support and consultation to clients via phone, email, and chat support tickets.
- Communicate with clients and vendors on behalf of Ntiva, articulating technical findings in clear and concise terms.
- Respond to escalations from clients and technicians, ensuring efficient resolution of issues and providing streamlined communication to management.
- Collaborate with the team to ensure appropriate escalation and resolution of issues, facilitating a consistent customer experience through detailed documentation of troubleshooting steps and interactions.
- Maintain proficiency in key technology areas, including Apple devices, macOS, iOS, Microsoft Office 365, and other third-party applications, through intentional ongoing learning.
- Participate in regular team meetings, keeping management informed of any issues related to the department, and contribute to the creation and review of internal documentation, knowledge base articles, and new tools/utilities.
Essential Qualifications
- 2+ years of Apple support experience, with a strong understanding of Apple devices, operating systems, and ecosystems.
- 1+ year of Help Desk experience, with proven problem-solving capabilities and strong organizational and time-management skills.
- Apple Certified Support Professional (ACSP) certification, demonstrating expertise in Apple support and troubleshooting.
- Experience with End User Device Support, including workstation hardware, macOS, iOS, Mobile Device Management (Addigy), Microsoft Office 365, and other third-party applications.
Preferred Qualifications
- Bachelor's Degree in IT/MIS, or related field, providing a solid foundation in information technology and management.
- Experience working for a Managed Services Provider, with knowledge of MSP operations and client management.
- Apple retail experience, offering a unique understanding of Apple products and customer expectations.
- Familiarity with network devices, such as firewalls and switches, and certifications like A+, Network+, Security+, demonstrating a broad range of technical skills.
Skills and Competencies
- Strong problem-solving capabilities, with the ability to analyze complex technical issues and develop effective solutions.
- Excellent communication skills, with the ability to articulate technical information to both technical and non-technical audiences.
- Strong attention to detail and accuracy, ensuring high-quality documentation and troubleshooting.
- Ability to manage multiple cases simultaneously, prioritizing tasks and meeting deadlines in a fast-paced environment.
- Understanding of the business impact of technical problems and solutions, with a focus on delivering exceptional customer experiences.
Career Growth and Development
- Intentional ongoing learning, with a focus on key technology areas and industry trends.
- Clear promotion and advancement tracks, with opportunities for career progression and leadership development.
- Tuition Reimbursement Program, supporting ongoing education and skill development.
- Employee Assistance Program, providing resources and support for personal and professional well-being.
Work Environment and Company Culture
Ntiva is dedicated to creating a diverse, inclusive, and welcoming work environment for all employees. We believe that a diverse workforce fosters creativity, innovation, and problem-solving capabilities, and we are committed to recruiting and retaining top talent from all backgrounds. As an equal opportunity employer, we prohibit discrimination of any kind and comply with all applicable laws governing nondiscrimination in employment.
Compensation and Benefits
The base pay range for this position is expected to be between $51,000 to $65,000 per year, plus an annual on-target bonus. The total compensation package includes:
- Medical, Dental, and Vision coverage for employees and their families.
- 401(k) eligibility, with a 4% company match on 5% contribution.
- Group Term Life and Accidental Death and Dismemberment coverage (company provided).
- Short-Term and Long-Term Disability coverage (company provided).
- Paid Personal Time Off (PTO) and 2 Floating Holidays.
- Bonus plans and generous Employee Referral Program.
Conclusion
If you are a motivated and experienced Apple Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. With a competitive salary, comprehensive benefits package, and opportunities for career growth and development, Ntiva is the perfect place to take your career to the next level. Join our dynamic team and contribute to our mission of delivering exceptional IT solutions and services to our clients.
Ready to apply? Click the link below to submit your application and take the first step towards an exciting new career with Ntiva.
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