Field Service Engineer

Summary: Under supervision of Regional Field Service Manager install configure, service, maintain information technology systems and applications on a Mac Device. Maintain a daily IMAC, Incident, and Refresh resolution rate of 5+ tickets per day. It is a onsite type role that does require strong people and communication skills along with a solid background of Mac workstation support. Job Responsibilities: • Setup and configuration of all MAC OS systems • Knowledge in Zero Touch Deployment for MAC’s • Provide 2nd Level Software Support on a Mac • Knowledge of JAMF • Experience with JAMF self-service management and command line • Imaging and reimaging of MAC’s Laptops to latest OS Version • Diagnosing and Troubleshooting MAC related OS and Hardware problems • IMAC • Perform Software Installations on all apple devices • Smart Hands Activities • Provide remote support for users traveling or at home. • Provide VPN support on Mac devices • Provide accurate asset information within ticketing system to ensure an accurate asset database • Perform refresh of end user devices in alignment with refresh schedules • Assist with Mac inventory activities as required weekly and monthly • Proper Documentation of End User Issues within Service Now • Backup and Restoration of End User Data • Create, modify, and maintain MAC processes and policies • Maintain an incident/IMAC resolution/closure rate of 5+ tickets per day Job Requirement: • Minimum 3 years work experience. • The Individual must be able to work alone and within a team. • The ability to follow defined processes and carry out various Operational type task. • Strong ability to troubleshoot and isolate Level 2 type issues that are related to either Mac • • Hardware or Software environments. • Advanced Experience in MAC Operating systems. • Knowledge of all Windows related Hardware and Software type issues. Strong Experience in JAMF is preferred. • Ability to work in Active Directory for Windows if needed • Ability to work within Service Now • Strong ability to interact with Customers