Mac Support Analyst

hace 2 semanas


San José, San José, Costa Rica CRG Solutions A tiempo completo

We are seeking a skilled Jr Mac Support Analyst with 2 years of hands-on IT experience to join our dynamic team.


Responsibilities:

-
Desktop Operating Systems:

  • Experience with Microsoft 10/11 and Mac OS X 12/13/14.
-
Diagnostic Utilities and Systems:

  • Working knowledge of diagnostic utilities and systems, including Active Directory, Azure AD (Active Directory), Intune.
-
Ticketing System:

  • Document all requested information in the ticketing system, providing details of troubleshooting steps and resolution.
-
Problem Resolution:

  • Access software updates, drivers, knowledge base, and perform internet searches to aid in problem resolution.
  • Escalate any unresolved issues to the appropriate team.
-
Technical Issue Resolution:

  • Resolve technical issues related to operating systems, hardware, software, and network connectivity.
  • Answer enduser technology questions onsite and provide information on departmental computing policies and service agreements.
-
Desktop Level Support:

  • Perform firsthand fixes at the desktop level, including installing, configuring, and troubleshooting desktops, laptops, printers, multifunctional copier/scanners, and mobile devices.
  • Perform software upgrades and installations.
-
Post-Resolution Follow-ups:

  • Perform postresolution followups to help requests, providing clear ownership and adherence to agreed SLAs (Service Level Agreements) and SOPs (Standard Operating Procedure).
-
Knowledge Base Development:

  • Develop knowledge base articles and guides for endusers.
-
Collaboration:

  • Collaborate with other teams to identify root causes of problems and provide feedback to improve processes and technologies.
-
Project-Based Support:

-
Encryption and Management:

  • Experience with encryption and management tools using File Vault.
-
Qualifications:

  • Minimum 2 years of handson IT experience (Azure AD, On-Premises Active Directory, O365, MacOS).
  • High English Proficiency.
  • Previous experience in support.
  • Experience in Jamf is a plus.


If you are a proactive, detail-oriented individual with a passion for delivering top-notch technical support, we encourage you to apply.

Join our team and be a key player in ensuring the smooth functioning of our desktop infrastructure.
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