Job Description

Position:

IT Support Specialist

Description:

MTS Pro Services is seeking a Tier 1 IT Support Specialist to help support business and education clients for our Professional Services division based in New York.

In this role, you will monitor the Help Desk ticketing queues, take email, chat, and phone support calls from MTS's clients, gather information, document and assess their support needs, and perform initial remote troubleshooting over the phone to resolve their issues within agreed SLA’s. Issues unresolved on first contact will be prioritized and escalated to a Tier 2 Support Specialist.

The position requires confidence and a professional phone presence, along with basic technical skills for supporting Mac computing environments. You will provide both remote and onsite support as needed, documenting incidents in the Help Desk system and maintaining a professional and courteous demeanor.

This is a hybrid position, working out of the New York office at least once per week with potential on-site client visits within the Greater New York City area.

Requirements:

Experience supporting iOS devices in a business or education environment is required. Experience in a Help Desk call center environment is a definite plus.

Excellent verbal and written communication skills are essential.

Apple Certified Support Professional (ACSP) certification is preferred but not required; however, it must be achieved within 3-6 months of hire.

Other certifications such as CompTIA A+, Network+, or Google IT Support Certification are preferred but not required.

Ability to work as part of a team in a high-speed, dynamic environment is necessary.

Must have a High School Diploma and a current driver's license.

Covid-19 vaccination is required for all employees.

Minimum of 1 year experience troubleshooting and supporting Mac environments.

Benefits:

Competitive pay , full benefits package including health insurance, 401k, fun and healthy work environment, room for career growth and advancement, collaborative and open workplace culture, working with passionate Mac support professionals.

Job Tags

Remote job,

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