Technical Support Engineer

Job Description

Jamf is seeking a Technical Support Associate to provide technical assistance and guidance to customers. The Technical Support Associate will work within the Technical Support department, providing support related to the installation, troubleshooting, and integration of company products and supporting technologies. The role involves direct assistance to Jamf users, fielding phone calls and live chat requests, and delivering Tier 1 technical support to Jamf Pro and Jamf Now customers, with an emphasis on first-touch issue resolution.

Responsibilities include:

• Utilize available documentation and resources to identify and resolve customer issues.
• Answer regional support phone calls and live chat requests.
• Create excellent case notes to document issues for collaborative troubleshooting and resolution.
• Effectively communicate with customers in all mediums.
• Maintain best practices in case management.
• Perform other duties and special projects as assigned.

Requirements:

• 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
• Associate's Degree or equivalent experience (required), Bachelor's Degree or equivalent experience (preferred)
• Experience with macOS, iOS, is preferred
• Experience with macOS, Windows, and/or Linux server platforms is desirable

The role offers:

• Opportunity to make a real and meaningful impact for more than 34,000 global customers.
• 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.
• Best - in - class training in professional growth and product knowledge.