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Company: MergeIt
Location: Burbank.CA

Job Description

BUNSEN & BEAKER'S LAB ANALYST (This is similar to the Genius Bar at Apple; it is a walk-up service to fix PC/Mac's and Mobile phones)

The Bunsen & Beaker's Lab seeks to build off the Apple Retail Store Genius Bar experience with heavy focus on Apple products, but with a scope that includes Windows and Mobile device platforms.

The Bunsen & Beaker's Lab Analyst is responsible for superior customer service providing friendly face-to-face support for the overall technology needs of ESPN/Walt Disney Company customers. The service covers all company issued devices, including personally owned Apple devices, as well as company systems and applications support.

• Friendly response and ownership of issues and requests presented by walkup guests
• Address issues raised via social media (Yammer) and other written formats including email
• Document and report on all work performed on behalf of customers
• OS imaging, software install/configuration, account creation
• Maintain accurate inventory and support records
• Work with service providers to expedite and resolve issues impacting productivity
• Produce verbal and written status reports with emphasis on high-profile issues
• Adhere to company and business unit policies and standards
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors
• Exercise discretion as appropriate
• Proactively monitor, assess and address support requirements
• Create system and support documentation as required

• Apple Certification – ACMT or similar
• Extensive knowledge of Apple products
• Superior customer service and people skills
• Friendly and approachable demeanor and professional appearance
• Enthusiasm, resilience, and a positive attitude
• Well-developed sense of urgency and ability to multitask
• Must enjoy working on a team and sharing responsibilities
• Must be an exceptional communicator
• Field experience supporting a variety of technologies and services (see below)
• Advanced technical abilities including solid troubleshooting skills applicable to Apple, Windows, in both physical and virtual environments
• Strong networking knowledge and familiarity with TCP/IP protocol, Microsoft Exchange, and Active Directory
• Ability to work and complete projects with minimal supervision
• Attention to detail
• Ability to juggle time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure

LIST OF TECHNOLOGIES – (Inclusive of, but not limited to)

Mac OS, Windows OS, Linux or UNIX experience NOT required but is a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. Apple Remote Desktop, LogMeIn, Bomgar, etc), Citrix, virtualization (i.e. vmWare or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.)

How to Apply

Please email resume in word format to

Created: by tracybonanno
Modified: by bran
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