Apple Support Specialist

Ntiva, Inc.; McLean (VA); Teletrabalho; USD 52 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, Dental and Vision

401k + company-matched contributions

Life insurance

Resumo da oferta

Ntiva, Inc. is seeking an Apple Support Specialist to resolve technical incidents within the Service Desk.

You will provide responsive support to clients by phone, email, and chat, document steps clearly, and escalate where needed while maintaining a high level of service. This remote role requires 2+ years of Apple support, ACSP certification, strong problem-solving and communication skills, and the ability to collaborate with teammates across Ntiva’s Centers of Excellence.

Qualificações

• 2+ years of Apple support experience.
• 1+ years of Help Desk experience.
• Apple Certified Support Professional (ACSP).
• Strong communication skills.
• Understand business impact of technical problems and solutions.

Responsabilidades

• Provide reactive and proactive support to clients via phone, email, and chat tickets.
• Contact clients and vendors on behalf of Ntiva or our clients.
• Document troubleshooting steps and relevant interactions clearly for knowledge sharing.
• Escalate issues appropriately and ensure efficient resolution.

Conhecimentos

Apple support

Help Desk

ACSP

Communication skills

Problem-solving

Formação académica

Bachelor’s degree in IT/MIS

Ferramentas

Addigy

Microsoft 365

MacOS

iOS

Descrição da oferta de emprego

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork?

At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How You Will Make An Impact

As an Apple Support Specialist, you will be responsible for resolving technical support incidents within the Service Desk department.

Location and Work Expectations

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

What You Will Be Doing

• Work to complete reactive and/or proactive support cases, providing exceptional support and consultation to clients via phone, email, and chat support tickets.
• Contact clients and vendors on behalf of Ntiva or our clients.
• Articulate and share technical findings with management and clients in clear, concise, and understandable terms.
• Respond to escalations from clients and technicians.
• Work with team to ensure appropriate escalation and efficient resolution of issues.
• Provide streamlined communication to management regarding escalated issues.
• Facilitate a consistent customer experience by clearly documenting all troubleshooting steps and relevant interaction.
• Ensure compliance with company best practices and procedures as well as legal and regulatory standards.
• Creation/review of internal documentation, knowledge base articles, and new tools/utilities
• Maintain proficiency in key technology areas through intentional, ongoing learning.
• Work flexible hours as business needs dictate.
• Participate in regular team meetings.
• Keep management apprised of any issues related to the department.

• Workstation hardware support
• MacOS and iOS operating systems
• Mobile Device Management (Addigy, preferred)
• Microsoft Office 365 applications and online services
• Other third-party applications and peripheral

You’ll be successful in this role if you have

• 2+ years of Apple support experience
• 1+ years of Help Desk experience
• This role involves extended periods of sitting or standing and regular use of computers and office equipment
• Apple Certified Support Professional (ACSP)
• Strong problem-solving capabilities
• Strong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clients.
• Strong attention to detail and accuracy
• Strong communication skills
• Understand the business impact of technical problems and solutions.
• Capability to manage and troubleshoot issues arising from the integration of Microsoft and Apple ecosystems, ensuring seamless operation and user experience.

Required Language Skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for

• Bachelor’s Degree in IT/MIS
• Experience working for a Managed Services Provider
• Apple retail experience
• Familiarity with network devices such as firewalls and switches.
• Any of the following certifications: A+, Network +, Security +

Job Performance Metrics

• Billable utilization of 75% or higher
• CSAT score of 98% or higher.
• Complete and accurate case notes

Benefits And Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)

  The base pay range for this position is expected to be between $52,000.00 and $65,000.00 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

  FLSA Status

  Salaried, Non-Exempt

  Work Authorization Criteria

  In compliance with federal law, all persons hired will be required to verify identity and to complete the required employment eligibility verification form upon hire. Due to federal government contract obligations, this position requires U.S. citizenship.

  Workspace Requirements And Remote Work Policy

  Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi‑Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

  Our Commitment to a Diverse Workforce

  At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

  Applications will be accepted until 11/3/26.