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Technical Support Engineer

Job Description

The Technical Support Engineer position works within the Support department, as part of the Technical Delivery team, to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The position provides direct assistance to customers in the Standard Support model, as well as assistance to Strategic Technical Account Managers as an escalation point for more complex support cases. The position also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.

Location: Eau Claire, WI
Travel: <10%
Job Type: Full Time
Education: Bachelors Degree (preferred, a combination of relevant experience may be considered)
Manager: Manager, Technical Support

Responsibilities

  • Utilize available resources to independently resolve support issue
  • Work directly with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
  • Act as an escalation point for technical questions and case consultations from Strategic Technical
  • Account Managers and lower tiers of the Standard Support Model
  • Create and maintain internal and external documentation related to technical topic specialties
  • Conduct technical training on core products and supporting technologies for both internal and external users
  • Use judgment to determine the appropriate channel of response (email, phone, screen sharing, etc.).
  • Be 3D
  • Work closely with Product Specialists and Product Management to submit and evaluate Product Issues and feature requests respectively.
  • Occasionally be on call for Support issues outside of normal business hours
  • Work cross departmentally as required to resolve customer issue
  • Maintain case management to ensure that target response times are met
  • Other duties and special projects as assigned
  • Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
  • Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work

Qualifications

  • < 2 Years Ability to troubleshoot issues related to systems, networks, and hardware (Required)
  • < 2 Years Experience using command-line tools (Required)
  • < 2 Years Experience with Mac OS X and server platforms (Preferred)
  • < 2 Years Exceptional customer service skills along with the ability to interact with internal and external customers (Required)
  • < 2 Years Experience in technical support and/or systems administration (Required)
  • High School Diploma or Equivalent (Required)
  • 4 year / Bachelor's Degree (Preferred)
  • Strong Communication Skills
  • Excellent Interpersonal Skills
  • Excellent Organizational Skills
  • Strong Customer Service Skills
  • Ability to communicate complex technical terms in an easy to understand, non-technical manner
  • Apple Platform
  • Strong problem-solving skills

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