Experienced Apple Support Help Desk Engineer - Technical Support and Customer Service for Mac and iOS Devices in a Fast-Paced Remote Environment

Join the Kaseya Team: Delivering Exceptional Technical Support and Customer Experience Kaseya is a leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Powered by AI, our best-in-breed technologies enable organizations to efficiently manage and secure IT, driving sustained business success. With a strong track record of double-digit growth, Kaseya is backed by Insight Venture Partners, a leading global private equity firm investing in high-growth technology and software companies. Founded in 2000, Kaseya serves customers in over 20 countries across various industries, managing over 15 million endpoints worldwide. Our company culture is built on being BOLD, GRITTY, and ACCOUNTABLE, with a focus on customer satisfaction and employee growth. We're not just looking for technical skills; we're looking for individuals who are passionate about delivering exceptional customer experiences and willing to go above and beyond to drive business success. About the Role: Apple Support Help Desk Engineer As an Apple Support Help Desk Engineer at Kaseya, you will play a critical role in providing technical support and assistance to employees within our organization who use Apple devices. Your primary responsibility will be to troubleshoot hardware and software issues, configure devices, manage system updates, and ensure seamless operation of Apple products across the business environment. This is a unique opportunity to work in a fast-paced remote environment, utilizing your technical skills and customer service expertise to drive customer satisfaction and business success. Key Responsibilities: Provide timely and effective technical support to employees experiencing issues with Apple devices, such as MacBooks, iPads, and other related devices. Diagnose and resolve hardware and software problems on Apple devices, including connectivity issues, software glitches, and system errors. Perform incident triage and escalate or resolve based on incident scope. Build ongoing relationships with customers and provide exceptional customer service. Answer incoming support inquiries via various channels (chat, phone, email, etc.). Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system, and follow up within customer Service Level Agreement targets. Assist in interdepartmental projects to ensure target deliverables are met. Develop a strong understanding of internal and customer requirements and processes. Improve, evolve, maintain, and follow documented runbooks. Work with leadership to improve skill sets and career development opportunities. Keep up to date with knowledge base articles and other technical-related documentation. Manage multiple tasks in a fast-paced environment with competing priorities. Requirements and Qualifications: Essential Qualifications: Associates degree in Information Technology, Business Administration, or equivalent experience. 2-3 years of experience in a Help Desk/Call Center environment, preferably with Apple devices. Proven experience as a Help Desk technician or other customer support role. Tech-savvy with working knowledge of Apple environments, MAC OS, line of business applications, Google Suite, and Microsoft Office, with some Windows OS experience. Creative problem-solving skills with a willingness to speak up and ask questions. Knowledge of Apple operating systems, proficiency in Active Directory, working knowledge of general IT infrastructure, Networking, and VPN basics. Internal process and procedure workflows. Preferred Qualifications: Experience with products such as Jamf or Casper and Centrify. IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL). Excellent written and spoken communication, motivated, and organized. Customer-oriented attitude with a focus on delivering exceptional customer experiences. Ability to work in a fast-paced environment and pay attention to detail. What We Offer: At Kaseya, we're committed to providing a dynamic and supportive work environment that fosters growth and development. Here are some of the benefits and perks we offer: Competitive salary and benefits package. Opportunities for career growth and professional development. Collaborative and dynamic work environment with a team of passionate professionals. Flexible work arrangements, including remote work options. Access to cutting-edge technologies and tools. Recognition and rewards for outstanding performance. Why Join Kaseya? At Kaseya, we're passionate about delivering exceptional technical support and customer experiences. We're looking for individuals who share our values and are committed to driving business success through customer satisfaction. By joining our team, you'll have the opportunity to: Work with a talented team of professionals who are passionate about technology and customer service. Develop your technical skills and expertise in a fast-paced and dynamic environment. Contribute to the growth and success of a leading technology company. Enjoy a collaborative and supportive work environment that fosters growth and development. How to Apply: If you're passionate about delivering exceptional technical support and customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you and discussing this opportunity further! Apply for this job