Spécialiste Support Logiciel , Specialist Software Support

Ntiva, Inc.; Virginia Beach (VA); À distance; USD 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision coverage

Paid Time Off + holidays

Education Reimbursement

401(k) eligibility

Résumé du poste

Ntiva, Inc. is seeking an Apple Support Specialist to resolve Apple device issues via phone, email, and chat. You’ll document steps, provide proactive guidance, and ensure a consistent customer experience within Ntiva’s Service Desk.

This remote role may require occasional travel and adherence to security policies. You will work with MacOS, iOS, and Microsoft 365 environments, leveraging ACSP and MSP experience to support clients effectively.

Qualifications

• 2+ years of Apple support experience.
• 1+ years of Help Desk experience.
• ACSP certification or equivalent preferred.

Responsabilités

• Resolve technical support incidents for Apple devices via phone, email, and chat.
• Document troubleshooting steps and maintain service desk records.
• Travel infrequently as needed and comply with security policies.

Connaissances

Apple support

Help desk

English communication

Formation

ACSP certification

Bachelor’s Degree in IT/MIS

CompTIA A+ / Network+

Outils

ACSP

Microsoft Office 365

MacOS

iOS

Description du poste

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. 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.

As an Apple Support Specialist, you will be responsible for resolving technical support incidents within the Service Desk department. 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. Work to complete reactive and/or proactive support cases, providing exceptional support and consultation to clients via phone, email, and chat support tickets. 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. Work flexible hours as business needs dictate.

Workstation hardware supportMacOS and iOS operating systemsMicrosoft Office 365 applications and online servicesOther third-party applications and peripheral

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)~ 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

Bonus points for

Bachelor’s Degree in IT/MISExperience working for a Managed Services ProviderFamiliarity with network devices such as firewalls and switches.A+, Network +, Security +

Job Performance Metrics

Medical, Dental and Vision coverage for employee and family

• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Due to federal government contract obligations, this position requires U.

Workspace Requirements and Remote Work Policy

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.

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.