It Helpdesk Analyst

1 settimana fa

Lazio, Italia New Era Technology A tempo pieno

**Job Summary**:
**Salary**:Open (Let us know your expectation)
**Key Responsibilities**:
- **Mac OS X & iOS Support**:
- Provide day-to-day technical support for Mac OS X and iOS devices, including troubleshooting hardware, software, and networking issues.
- Install, configure, and maintain Mac OS X and iOS devices for end users, ensuring they are up-to-date and meet organizational standards.
- Assist with managing device profiles, app deployments, and system configurations.
- Troubleshoot connectivity issues, software installations, and compatibility problems on Mac OS X and iOS platforms.
- **JAMF Management**:
- Perform remote management tasks through JAMF, such as deploying software updates, security patches, and configuration changes.
- Monitor device compliance and perform troubleshooting via JAMF to resolve issues related to device performance, configuration, and security.
- **Zendesk Ticketing System**:
- Manage and resolve support tickets submitted through **Zendesk**, ensuring that all user issues are tracked, documented, and addressed promptly.
- Prioritize tickets based on urgency and impact, and escalate complex issues to higher-level support teams when needed.
- Maintain accurate records of support requests, resolutions, and follow-ups in Zendesk to ensure timely and effective customer service.
- Communicate effectively with end-users to provide status updates on their tickets and provide troubleshooting assistance.
- **User Training and Documentation**:
- Provide guidance to end-users on how to resolve common technical issues and educate them on best practices for using Mac and iOS devices.
- Develop and maintain knowledge base articles, FAQs, and troubleshooting documentation for end-users, helping them resolve common issues independently.
- **Collaboration and Communication**:
- Collaborate with other members of the IT support team to resolve complex issues and ensure overall system stability.
- Communicate clearly and professionally with users, both in writing and over the phone, to provide exceptional customer service and support.
- Assist with on-boarding new employees by setting up their devices and providing initial training on using Mac and iOS systems.
- **System Monitoring and Maintenance**:
- Monitor the performance of supported devices and systems, ensuring that updates, backups, and configurations are maintained in a timely manner.
- Provide proactive support to minimize downtime and ensure the overall efficiency of the organization's technology environment.
**Qualifications**:
**Required**:
- Minimum **2 years of experience** in a helpdesk or IT support role, specifically supporting **Mac OS X** and **iOS** devices.
- Proficiency in using **JAMF Pro** for device management and software deployment.
- Strong experience with **Zendesk** or similar ticketing systems for managing and tracking support requests.
- Solid understanding of networking concepts (e.g., Wi-Fi, VPN, DNS, DHCP).
- Strong problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
- Excellent communication skills, both written and verbal, in **English** and **Italian** (proficiency in both languages is required).
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Strong customer service orientation with a focus on user satisfaction.
**Preferred**:
- Apple Certified Support Professional (ACSP) or Apple Certified Macintosh Technician (ACMT).
- Experience with other MDM (Mobile Device Management) solutions beyond **JAMF**.
- Knowledge of additional IT support tools and platforms (e.g., remote desktop software, IT asset management systems).
- Experience with troubleshooting and supporting additional software tools commonly used in corporate environments (e.g., Microsoft Office, Google Workspace).

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