Support Specialist

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Address technical support incidents within the Service Desk department.

• Handle both reactive and proactive support cases.

• Deliver support and guidance to clients through phone, email, and chat support tickets.

• Engage with clients and vendors on behalf of Ntiva or its clients.

• Clearly communicate technical findings to management and clients.

• Manage escalations from clients and technicians.

• Collaborate with the team for proper escalation and effective issue resolution.

• Relay escalated issues to management.

• Document troubleshooting processes and pertinent interactions.

• Ensure adherence to company best practices, procedures, and legal/regulatory standards.

• Develop and review internal documentation, knowledge base articles, and tools/utilities.

• Maintain expertise in key technology areas through continuous learning.

• Participate in regular team meetings.

• Keep management informed of department-related concerns.

• Achieve a billable utilization rate of 75% or higher.

• Sustain a CSAT score of 98% or higher.

• Complete precise case notes.

⛳️ Requirements

• Minimum of 2 years of Apple support experience.

• At least 1 year of Help Desk experience.

• Apple Certified Support Professional (ACSP) certification.

• Excellent problem-solving skills.

• Strong organizational and time management abilities.

• Capability to manage multiple cases of varying complexity from different clients.

• High attention to detail and accuracy.

• Strong communication skills.

• Understanding of the business implications of technical issues and solutions.

• Ability to manage and troubleshoot integration issues between Microsoft and Apple ecosystems.

• Proficient in professional communication in English, both written and verbal.

• Competent in writing business correspondence and processing procedures.

• Able to effectively present information and respond to inquiries from managers, clients, and the general public.

• Flexibility to work hours as required by business needs.

• Establish and maintain a dedicated, safe, and secure workspace free from distractions and hazards.

• Compliance with Ntiva IT User and Security Policies.

• U.S. citizenship is required.

• Must complete employment eligibility verification upon hiring.

• Bonus: Bachelor's Degree in IT/MIS.

• Bonus: Experience with a Managed Services Provider.

• Bonus: Experience in Apple retail.

• Bonus: Familiarity with network devices such as firewalls and switches.

• Bonus: A+, Network+, or Security+ certifications.

🏝️ Benefits

• Medical, Dental, and Vision coverage for both employee and family.

• 401k with company-matched contributions.

• 4% match on a 5% contribution with no vesting period.

• Group Term Life and Accidental Death and Dismemberment coverage (provided by the company).

• Short-Term Disability coverage (voluntary enrollment).

• Long-Term Disability coverage (provided by the company).

• 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 with cash bonuses for successful referrals.

• Dynamic Recognition and Rewards.

• Clear paths for Promotion and Advancement.

• Opportunity to work with Industry-Leading Talent.