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Technical Support Specialist

Entry Level

Jamf | 202 - Technical Support | Sydney, New South Wales

The Technical Support Specialist position works within the Customer Service department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The position provides firsthand assistance to end-users and is responsible for day-to-day interactions with customers. The position also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.

Responsibilities

  • Utilize available resources to resolve support issues independently and as part of a team
  • Work firsthand with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
  • Answer local support number and contribute to the global support resource pool
  • Maintain excellent case documentation to allow for collaborative troubleshooting and resolution
  • Effectively communicate with customers in all formats and use judgment to determine the appropriate channel of response (email, phone, screen sharing, etc.)
  • Maintain case management to ensure target response times are met
  • Other duties and special projects as assigned 
  • Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
  • Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work

Skills & Requirements

  • 1+ year previous experience in technical support and/or systems administration (required)
  • 1+ year with Mac OS, iOS, and server platforms (required)
  • Mandarin -business proficiency (preferred)
  • Strong Communication Skills
  • Excellent Interpersonal Skills
  • Excellent Organizational Skills
  • Proven Analytical Skills
  • Strong Customer Service Skills
  • Read / Comprehend Written Instructions
  • Ability to communicate complex technical terms in an easy to understand, non-technical manner
  • Ability to engage with and establish trust and rapport with all levels of customers and employees
  • Ability to perform troubleshooting and problem solving tasks related to systems, networks, and hardware
  • Capacity to multi-task and quickly prioritize duties Aptitude to quickly learn technical concepts
  • Ability to work independently and as part of a team 

Location: Sydney, Australia

Travel: Less than 10%

Education: Bachelor's degree preferred

Manager: Manager, Technical Support