IT Support Engineer
The Apple Developer Academy is an innovative educational program designed to grow learners to become well-versed in all aspects of becoming a developer; UI/UX, Business and Presentation Skills, Coding, Analysis, Testing, and more. And these learners will require a rock-solid IT platform and infrastructure to keep focused on their tasks. To support this environment, you will need to be a quick thinker, someone who loves a challenge, and someone who can work just as easily within a team, leading a team or completely solo. Your skill set will develop constantly, as the learners push the limits with the technology available to them.
This role will be responsible for one site consisting of a couple of hundred learners, plus mentors and support staff – with an ever-growing number of devices and infrastructure to support. Already established is a first-class, worldwide, infrastructure to leverage, including Device Management (MDM), Collaboration Tools, Support Systems, Monitoring Tools, and more. This site is one of many, so there are peers in other geographical regions who are ready and willing to assist you too. Your role is to be the local primary support person to address any issues with technologies managed by IT, from the Internet, through the Firewall, to the Routers, Wireless Access Points, Display Screens, Conference Rooms, and End User Devices; if it consumes power, you probably support it.
Job Responsibilities:
- Ultimately responsible for the reliability and availability of the Data Network, Audio/Vision Network, and Client Computing resources.
- IT ticket management, categorization, prioritization, and escalation — ensuring all faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
- Project management of IT changes (software, hardware, process)
- Provide direct assistance to end-users, vendors, and external teams to resolve issues Manage third party vendor relationships (hardware/software/facility) and reporting against their SLA
- Tracking and reporting of solution component lifecycle, managing EOL components from proposal to support-handover
- Provide training to end-users (presentations, workshops, written guides)
- Generate regular reports on activities
- Ensure adherence with government policies, procedures, and structure; applicable local, state, and federal laws, codes, regulations, and ordinances for data collection in various jurisdictions.
- Perform other job-related duties as assigned
- Be the well-loved IT person on-site
Key Qualifications
- Have a minimum 2 years working experience in Helpdesk or IT Support especially end-user computing hardware and software
- Project Management experience
- Vendor Management experience
- Knowledge of network infrastructure components and troubleshooting techniques Knowledge of Mobile Device Management concepts and capabilities
- 2 years of macOS and/or iOS Support
- Scripting experience (any of BASH, Python, Perl)• Self-starter mentality who can work without direct supervision English (read/write/verbal) is mandatory