IT Support Engineer (MacOS)

DevSavant Inc.; Colombia; Presencial; COP 27.900.000 - 50.220.000; Jornada completa

Descripción de la vacante

DevSavant Inc. is seeking an experienced Apple Support Technician to handle end-user requests, diagnose macOS and iOS issues, and manage devices via Jamf Pro. You’ll contribute to knowledge base creation, assist in deploying new workstations, and maintain hardware inventories.

The role emphasizes strong customer service, detailed documentation, and collaborative problem solving in a fast-paced tech environment.

Formación

• 3+ years of experience supporting Apple hardware and software (macOS and iOS).
• Clear, accurate process documentation.
• Outstanding customer service and communication.
• Strong troubleshooting, technical, and problem-solving skills.
• Self-motivated, organized, and able to work in a team.

Responsabilidades

• Respond to user requests for service and troubleshoot to end-user satisfaction.
• Provide in-depth remote technical support.
• Create Knowledge Base documents for resolutions.
• Troubleshoot hardware/software issues including repair/warranty.
• Assist in testing, configuring, and deploying new workstations and software.
• Maintain accurate hardware inventory via asset tools.
• Advocate for customers and educate on best practices.
• Manage Macs and Apple devices via Jamf Pro.
• Other duties as assigned.

Conocimientos

Apple support

MacOS

iOS

Customer service

Troubleshooting

Herramientas

Jamf Pro

Asset management tools

Ticketing system

Descripción del empleo

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.