Apple & Mobile Device Technician II

Apple & Mobile Device Technician II

Requirements

• Combination of Education and Experience will be considered.
• Must be authorized to work in the US as defined by the Immigration Act of 1986.
• Must pass a Criminal Background Check.
• Education: Associate’s Degree or Equivalent Experience
• Certification: JAMF 200 Certification or above.
• Years of Experience: Minimum two (2) years of experience in a technical support role with a focus on Apple or Mobile Device Support.

Responsibilities

• Work closely with mobile device business users to ensure we are meeting current and future needs and requirements.
• Provide second level escalation support for JAMF, Mobile Device and Apple issues across the Allegiant enterprise of companies.
• Responsible for the management and configuration of mobile devices across the Allegiant enterprise of companies.
• SME for all aspects of the mobile device architecture and environment.
• Administer all aspects of the JAMF MDM environment.
• Test and validate iOS compatibility of iPads, applications and MDM.
• Responsible for an overall understanding of the Allegiant mobile device application catalog to engage in intelligent discussion as the Tier II Service Desk Support with clients and vendors.
• Escalate issues and work with disparate teams to resolve issues.
• Responsible for inventory tracking, routing and reporting.
• Prepare hardware for delivery to end users.
• Support Allegiant’s Mobile device sparing program.
• Creation of documentation / knowledge base articles to add to the collective knowledge of the team.
• Image MAC devices.
• Support Server based mobile applications.
• Work with Tanium for reporting of patch / update installation compliance.
• Assist with remote site preparation / installation.
• Responsible for remote desktop support of Apple devices.
• Support multiple clients each day.
• Administer changes and adjustments to systems, as needed.
• Recommend the purchase of new equipment and software.
• Assess system performance and recommend improvements.
• Work with vendor representatives to identify and correct causes of hardware and software malfunctions and to perform enhancements.
• Respond to and resolve difficult inquiries and complaints.
• Mentor junior staff.
• Provide emergency response to reduce down-time, correct errors, monitor vendor activity, diagnose system failures, and conduct off-hours scheduled and as-needed maintenance.
• Will be part of an on-call rotation for after-hours support.

Preferred Qualifications

• Excellent customer service skills.
• Self-starter who recognizes a need and takes action to resolve an issue.
• Excellent listening and communications skills (emphasis on technical communication to non-technical colleagues) in a business environment.
• Remote support experience.
• Must possess knowledge of Windows desktop operating systems, applications, networking, computer desktop hardware, and local/network printing.
• Must possess knowledge of Apple MAC OS X desktop and server operating systems, applications, networking, computer desktop hardware, and local/network printing in a MAC environment.
• Must possess knowledge of Apple iPad in an Enterprise MDM (JAMF) environment.
• Strong knowledge of MAC imaging processes and technologies.
• Strong knowledge of iPad imaging processes and technologies.
• Strong knowledge of all Apple (IOS and OS) patching processes.
• Familiarity with Inventory tracking and management processes and procedures.
• Familiarity with help desk ticketing system.
• Familiarity with Networking protocols.
• Familiarity with Firewall operations.
• Can follow existing process and procedures, while offering suggestions for improvement.
• Can create documentation / knowledge base articles to add to the collective knowledge of the team.
• Ability to travel for work (up to 30 percent travel) required.
• Ability to work as part of an on-call rotation for after-hours support.
• Ability to support Windows 10 environment at minimal support state.