Technical Support Engineer

What You’ll Do At Jamf

At Jamf, we empower people to be their best selves and do their best work. The Technical Support Associate works within the Technical Support department to provide technical support and guidance for customers related to the installation, troubleshooting, and integration of Jamf products and supporting technologies. The Technical Support Associate provides direct assistance to Jamf users and is responsible for fielding phone calls and live chat requests directly from customers, as well as delivering Tier 1 technical support to Jamf Pro and Jamf Now customers with an emphasis on first-touch issue resolution.

Responsibilities

• Utilize available documentation and resources to identify and resolve customer issues quickly and effectively to maximize same-day resolution and customer satisfaction
• Answer regional support phone calls and live chat requests, and contribute to the 24/7 global support resource pool to maintain the availability and reliability of technical support for customers
• Create excellent case notes to document issues for collaborative troubleshooting and resolution to ensure painless hand-offs when escalating customer issues
• Effectively communicate with customers in all mediums to meet evolving customer demand to maximize customer satisfaction
• Maintain best practices in case management to escalate cases quickly and effectively as needed to minimize the resolution time of customer issues
• 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

• Aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences
• Ability to perform basic troubleshooting and problem-solving tasks related to server infrastructure, systems, networks, and hardware
• Capacity to multi-task and quickly prioritize duties
• Exceptional customer service skills
• Strong interpersonal and organizational skills
• Excellent written and oral communication skills to thrive in a fast-paced environment
• Ability to work independently and as part of a team
• Experience with macOS, iOS, is preferred
• Experience with macOS, Windows, and/or Linux server platforms is desirable
• Associate's Degree or equivalent experience (required), Bachelor's Degree or equivalent experience (preferred)

How We Help You Reach Your Best Potential

• We are progressive, but laid back. You are free to be you and work how you work best. Here, you manage your own day and your own work style.
• Be your own self-starter. We support each other no doubt, but we thrive taking initiative and are empowered to roll up our sleeves, dig in, and push forward.
• Everyone has a voice and everyone can make a difference, our more than 90% employee retention rate agrees!
• Opportunity to make a real and meaningful impact for more than 34,000 global customers with the best Apple Device Management solution in the world
• We put people over profits - which is why our customers keep coming back to us at a 96% customer retention rate
• Ability to support and give back to your community through volunteer paid time off.
• Ability to grow in your professional career through advancement opportunities, including tuition reimbursement for those obtaining a degree.
• 20 of the Top 25 Fortune 500 companies rely on Jamf to do their best work.
• We are relentless, but we are selfless. You can create and be creative, dig in, break it down, and troubleshoot to help others make sense of technology.
• Best - in - class training in professional growth and product knowledge.