Apple & Mobile Device Technician II

SummaryCustomer service is the primary responsibility. Includes the prioritizing and responding to service tickets for our customers and support for our internal team. We are looking for a person with the ability to handle difficult MAC and iPad issues, as well as other basic networking and application level support, providing assistance by phone and remote support sessions. Investigates and resolves computer software and hardware problems and provides application software testing for standard desktop applications and business unit applications. Performs deployments and diagnostics. This position offers room for growth to the right candidate. The ideal applicant would be able to grow their knowledge over time and move to a higher role in the company.
Visa Sponsorship AvailableNo
Minimum RequirementsCombination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.Education:  Associate's Degree or Equivalent ExperienceCertification:  JAMF 200 Certification or above.Years of Experience:  Minimum two (2) years of experience in a technical support role with a focus on Apple or Mobile Device Support.
Preferred Requirements•Excellent customer service skills.•Self-starter who recognizes a need and takes action to resolve an issue.•Excellent listening and communications skills (emphasis on technical communication to non-technical colleagues) in a business environment.•Remote support experience.•Must possess knowledge of Windows desktop operating systems, applications, networking, computer desktop hardware, and local/network printing.•Must possess knowledge of Apple MAC OS X desktop and server operating systems, applications, networking, computer desktop hardware, and local/network printing in a MAC environment.•Must possess knowledge of Apple iPad in an Enterprise MDM (JAMF) environment.•Strong knowledge of MAC imaging processes and technologies.•Strong knowledge of iPad imaging processes and technologies.•Strong knowledge of all Apple (IOS and OS) patching processes.•Familiarity with Inventory tracking and management processes and procedures.•Familiarity with help desk ticketing system.•Familiarity with Networking protocols.•Familiarity with Firewall operations.•Can follow existing process and procedures, while offering suggestions for improvement.•Can create documentation / knowledge base articles to add to the collective knowledge of the team.•Ability to travel for work (up to 30 percent travel) required.•Ability to work as part of an on-call rotation for after-hours support.•Ability to support Windows 10 environment at minimal support state.
Job Duties•Work closely with mobile device business users to ensure we are meeting current and future needs and requirements.•Provide second level escalation support for JAMF, Mobile Device and Apple issues across the Allegiant enterprise of companies.•Responsible for the management and configuration of mobile devices across the Allegiant enterprise of companies.•SME for all aspects of the mobile device architecture and environment.•Administer all aspects of the JAMF MDM environment.•Test and validate iOS compatibility of iPads, applications and MDM.•Responsible for an overall understanding of the Allegiant mobile device application catalog to engage in intelligent discussion as the Tier II Service Desk Support with clients and vendors.•Escalate issues and work with disparate teams to resolve issues.•Responsible for inventory tracking, routing and reporting.•Prepare hardware for delivery to end users.•Support Allegiant’s Mobile device sparing program.•Creation of documentation / knowledge base articles to add to the collective knowledge of the team.•Image MAC devices.•Support Server based mobile applications.•Work with Tanium for reporting of patch / update installation compliance.•Assist with remote site preparation / installation.•Responsible for remote desktop support of Apple devices.•Support multiple clients each day.•Administer changes and adjustments to systems, as needed.•Recommend the purchase of new equipment and software.•Assess system performance and recommend improvements.•Work with vendor representatives to identify and correct causes of hardware and software malfunctions and to perform enhancements.•Respond to and resolve difficult inquiries and complaints.•Mentor junior staff.•Provide emergency response to reduce down-time, correct errors, monitor vendor activity, diagnose system failures, and conduct off-hours scheduled and as-needed maintenance.•Will be part of an on-call rotation for after-hours support.
Physical RequirementsThe Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role