Mac On-site IT Support Specialist - Level 2

MTS Pro Services is a top tier Mac fleet management company. We are one of only three independent Jamf Elite Partners in the United States. We have decades of experience managing and supporting fleets of Macs. Our team is one of the best in the world at supporting Macs at scale. Our senior staff is made up primarily of people who have worked here for 5-10 years who had previous supported a Jamf instance supporting 40,000 devices. Many senior leaders started in junior roles. We will give you a job but also a place to grow and develop. If you strive to deliver great IT support and great customer service in a fun environment, we want you.

Position Summary:

MTS Pro Services is seeking a Tier 2 IT Support Specialist to help support one of our business clients onsite in their office. In this role, you will use your expertise for both reactive work -- fielding incoming phone and email support requests from end users and troubleshooting their issues -- and proactive work -- assisting in overseeing the technical health of our client and designing and implementing new technical solutions for them through project work. To be considered for this position, you must have a confident, professional presence both in person and over the phone and proven technical skills for supporting Mac computing environments. Applicants will benefit from having call center, internal IT, or MSP experience and a desire to learn about supporting Mac infrastructures and applications is imperative.

This is an in-person role based in New York City. Covid-19 vaccination is required for all MTS employees.

Expectations & Required Experience:

• 3+ years experience troubleshooting and supporting Mac/iOS devices in a business or education environment. 
• Experience in an IT Help Desk environment, working with multiple clients in any given day, providing 2nd level support.
• Experience troubleshooting and supporting wired and wireless networks, as well as network security devices (firewalls).
• Experience troubleshooting and supporting Cloud and SaaS solutions for mail, document management, and other areas of business.
• Excellent verbal and written communication skills.
• Apple, networking, and/or MDM certifications are preferred but not required for consideration for this position.  Must be able to achieve certain certifications within 3-6 months of being hired.
• Ability to work as part of a team in a high speed dynamic environment.
• Must have a High School Diploma or equivalent and a current driver's license.

Job Duties & Responsibilities:

• Provide professional and courteous Tier 2 technical support onsite in NYC five days a week
  • Document and assess clients’ support needs, perform troubleshooting and resolve their issues within agreed SLA’s.
• Work with VIPs to provide white glove technical support.
• Assist in user onboarding by working with new staff on their first day.
• Clearly communicate expectations to client.
• Configure hardware as needed.
• Assist in designing, implementing and supporting client solutions.
• Assist in Professional Services projects as needed.
• Monitor and test performance of applications and infrastructure, foreseeing potential bottlenecks and proactively identifying possible solutions.
• Discover new sales opportunities in existing client infrastructure.
• Assist in monitoring technical health through our suite of tools.
• Continual maintenance of security, including backup and redundancy strategies.
• Attend client meetings with the Sales Team to provide technical knowledge and sales support as needed.
• Help department further refine and develop best practices, standard operating procedures, and IT policy.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Perform other job related duties as needed.

Who We Are:

MTS Pro Services is a Mac-focused Professional Services organization, providing a suite of IT managed services offerings and IT infrastructure-related projects to our array of businesses and education clients. We have office locations in both NYC (headquarters) and Philadelphia and support clients nationwide. We offer a fun and healthy work environment, competitive pay, a full benefits package including health insurance, 401k, and plenty of room for career growth and advancement. Maintaining a great culture and happy customers are our top priorities, and we're looking for positive, professional, results-driven individuals to join our incredible team. We foster an open, energizing and collaborative environment and our team is made up of passionate Mac support professionals who deliver to high standards but also have fun in the process.


Annual Salary: $65,000-80,000/annually