IT Support Engineer (MacOS)

About DevSavant

At DevSavant, we are a trusted technology partner specializing in Software Development, Data Engineering, AI/Machine Learning, Cloud Solutions, Automation Testing, and UI/UX Design. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.

Roles & Responsibilities :

• Respond to user requests for service, troubleshoot problems and resolve to the end-user’s satisfaction

• Provide in-depth remote technical support

• Create Knowledge Base documents for problem resolutions

• Troubleshoot hardware and software issues, including hardware repair & warranty replacement

• Assist in the testing, configuration, and deployment of new workstations, peripherals, and software

• Maintain accurate inventory of all hardware through asset management tools

• Be a customer advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and proactively educating customers with helpful hints or business-based best practices

• Manage our Macs and Apple devices via Jamf Pro

• Other duties as assigned

Requirements :

• 3+ years of experience supporting Apple hardware and software (macOS and iOS)

• Ability to clearly and accurately document processes

• Ability to provide outstanding customer service

• Excellent verbal and written communication skills (US English)

• Excellent troubleshooting, technical, and problem-solving skills

• Excellent research and documentation skills specific to step-by-step procedures

• Extremely well organized, detail-oriented, a strong sense of personal ownership, self-motivated and adaptable

• Excellent interpersonal skills; able to work collaboratively in a team environment

• Extraordinary problem-solving and critical thinking skills that allow you to work in an efficient manner

• Working knowledge of troubleshooting basic network (TCP/IP, DHCP, DNS), software, printing problems

• Experience managing tasks via a ticketing system

• Experience with mobile device management (Jamf, Airwatch, etc.)

• Ability to lift 25 pounds to move equipment or position it on a shelf 5 feet high
  

Qualities we're looking for :

• A GTD attitude. Identify next actions, communicate intent, and execute. We're a fast-paced team, and this role covers a wide area, so a results-driven mentality is critical.

• Ownership thinking. Have the ability to take ownership and make decisions. Passion and self-motivation are key. We don't micromanage, you'll be expected to own and deliver.

• The desire to build something great and bring technical solutions to people to solve their problems.