Company: TOMS Shoes
Location: Playa Vista, CA
Configure, install and troubleshoot computers, tablets, printers, and software for end-users through hands-on or remote interaction. Support telephone and conferencing systems. Use ServiceNow to manage user incidents/requests. Use and contribute to IT policies and SOPs to ensure security, service, capacity and performance goals are met. Be the Service Area manager for MacOS Computer Operations and Mac Applications. Support Retail Store MacOS and iOS devices. Be Service Area backup for Account/Group Management; Communication/Collaboration and VPN support.
As Service Area Lead for Mac Computer Operations, you will maintain procedures use Jamf to manage our fleet of MacOS and iOS devices. You will ensure TOMS IT demonstrates excellence and efficiency imaging, configuring and troubleshooting MacOS systems and configuring and managing mobile iOS devices. You will ensure all systems are configured for patching and anti-virus per security policies. You will use reporting tools to ensure goal attainment in the fleet hardware consistency and capacity. You will define and lead computer upgrade/replacement projects. Using Jamf you will provide routine reporting of fleet metrics. You will provide computer and device support to staff at HQ office including setting up equipment, troubleshooting, upgrading and replacing equipment. You will perform hardware troubleshooting. You will work with hardware and software vendors to resolve issues and have equipment repaired. You will train and support a backup for this service area. You will empower other TOMS locations to manage the Mac and iOS devices with the efficiency you deliver at HQ.
As Service Area Lead for MacOS Application Support, you will provide level 2+ support for Microsoft Office, Adobe Creative Suite, and selected Business applications including SAP GUI client. You will ensure our system management procedures and tools are used to maintain consistent versions across our fleet of Macs. You will ensure critical applications are routinely patched and upgraded consistent with software standards and security policies. You will monitor and report on deployed software to ensure license compliance and attainment of software budget goals. You will train and support a backup for this service area.
You will provide support for user provisioning, VPN, telephony and video conferencing in conjunction with other Service Desk staff.
Work with ServiceNow to manage incidents/requests by updating or entering user-requests. Follow ITSM policies and practices. Escalate/re-assign tickets as appropriate based on experience and team guidelines.
You will configure and support our Retail Store Point of Sale hardware and software for MacOS or iOS systems.
Experience implementing and using JAMF to manage 100+ Mac and iOS devices
Strong technical knowledge of Windows and Mac computer hardware and software within an enterprise environment.
Extensive experience supporting Microsoft Office and Adobe Creative Suite applications on MacOS
Experience troubleshooting and upgrading computers to level of replacing basic components – memory, drives and batteries. Ability to work with vendors as needed for board-level repairs/replacement.
Expertise using Apple Remote Desktop, Jamf Pro, and Scripting to manage MacOS computers and iOS devices in an enterprise environment.
Ability to thrive in dynamic, fast-paced, often ambiguous environment and be willing to make decisions and commitments.
Experience supporting File Share systems – both on premise Window File Sharing/NAS or cloud solutions like Box.com or Dropbox.com.
Experience using a structured IT Service Management process and system like ServiceNow, ZenDesk, or Remedy.
Experience creating and managing user accounts in a Microsoft Active Directory Environment.
Education and Experience:
Strong work ethic, desire to seek opportunity to assist versus needing to be told exactly what to do.
Bachelor’s degree or equivalent experience in technical environment
Experience in providing excellent service to internal and external customers.
Experience writing instructional, process, or system documentation.
Ability to thrive in dynamic, fast-paced, multi-team environment serving a global enterprise.
Please apply here: https://chm.tbe.taleo.net/chm03/ats/careers/v2/viewRequisition?org=TOMSSHOES&cws=43&rid=2065
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