Oferta pracy

Technical Support Engineer I

JAMF

8 50011 800 gross / mth.
  • Lesser Poland

    Lesser Poland
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • remote recruitment

Technologies we use

Expected

  • MacOS

  • iOS

  • MDM tools

  • Apple platform

About the project

At Jamf, we empower people to be their best selves and do their best work. The Technical Support Engineer position works within the Technical Support department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. This position serves as an escalation point for other Technical Support roles, provides direct technical support to customers on complex technical issues, and provides technical guidance internally to other Technical Support staff in their troubleshooting. The position also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.

Your 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 Enterprise

  • Customer Success Managers and Technical Support Specialists

  • Create and maintain internal 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).

  • Submit and reproduce 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 issues

  • 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 promote 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

Our requirements

  • 4 year / Bachelor's Degree or equivalent experience (Preferred, a combination of education and relevant experience may be considered)

  • 2 years experience administering and/or troubleshooting issues related to systems, networks, and hardware OR direct experience troubleshooting Jamf products in production environments (Required)

  • 2 years experience in technical support escalation role (Preferred)

  • 2 years experience with macOS ad server platforms (Preferred)

  • 2 years experience using command-line tools (Preferred)

  • Experience administering or troubleshooting Jamf Pro (Preferred)

  • Strong Communication Skills

  • Excellent Interpersonal Skills

  • Excellent Organizational Skills

  • Strong Customer Service Skills

  • Strong Problem Solving Skills

  • Ability to communicate complex technical terms in an easy to understand, non-technical manner

  • Apple Platform Proficiency

  • Benefits

  • private medical care

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • no dress code

  • coffee / tea

  • employee referral program

  • extra leave

JAMF

Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people enjoy in their personal lives to the workplace. Jamf’s cloud software is the only solution of scale that automates Mac, iPad, iPhone and Apple TV deployment, management and security. We help organizations, businesses, hospitals, schools and government agencies, connect, manage and protect Apple products without ever having to touch the device— anytime, anywhere.

We are a group of curious, self-starters with a passion for helping people make sense of technology – freeing nurses to care, teachers to teach and businesses to thrive. We take pride in making meaningful impact for tens of thousands of customers around the globe, all the while getting to work with the best Apple infrastructure and security platform in the world. We have over 1,600 employees worldwide with offices in the U.S., Poland, Netherlands, Japan, and Australia. To learn more visit: https://www.jamf.com.

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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.

  • Our people are what make us great, and we protect our people. Jamfs across the globe receive a superior compensation and benefits package.

  • 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 38,000 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.

  • Ability to support and give back to your community through volunteer paid time off.

  • We embrace all perspectives. Our employee led I&D groups encourage employees to make real, actionable differences here at Jamf.

  • 24 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes).

  • Over 100,000 Jamf Nation users, the largest online IT community in the world.

You are the right kind of Jamf if:

You go above and beyond for others, genuine and willing to help, always. You support the team around you, you don’t point fingers or pass blame. You take responsibility for your actions, are open, and respect others. You value different perspectives, in how you work and how you learn. You are naturally inquisitive, like to create and be creative. You are a problem solver, curious and resourceful, self-driven and constantly improving. You roll up your sleeves and dig in. You are excited by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You’re not a jerk. You put people first. You are a good person, someone who just wants to do the right thing.

Why Jamf?

Our mission is simple; we help organizations succeed with Apple. At Jamf, we put people first. We focus on the human before we focus on the technology. We are just good people that have it at their core to do what’s right – for our customers, our employees and our communities.

Jamf is an equal opportunity employer and does not discriminate with regard to race, color, national origin, age, religion, disability, gender, gender identity or expression, sexual orientation, pregnancy, genetic information, familial status, marital status, military status, or any other characteristics protected by federal, state, and local applicable fair employment practices laws.