Sr. Technical Support

Ampcus Inc.•Wilmington, DE

9d•Hybrid

About The Position

Provide customer-first support for a fast-growing business group of team members in multiple divisions where excellent customer service and engagement are our highest priorities. Heavy focus on laptop support with an even mix of Windows PC’s, Macs, and Mobile Devices. Assist the Service Desk by actively taking/resolving intake calls.

Requirements

High School Diploma, GED, or equivalent certification.
At least 3 years of experience in remote administration and end user support.
At least 3 years of experience with Windows 10 or earlier operating systems.
At least 3 years of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).
At least 1 year of experience with Google suite applications.
At least 1 year of experience with macOS (High Sierra).

Nice To Haves

Bachelor’s Degree in Business, Information Systems, Computer Science or Military experience.
1 year of experience with Active Directory services integration.
1 year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.
Apple certification(s).
1 year of experience with virtualization technologies, to include VMWare tools (Fusion, ESX).
1 year of macOS Server administration experience.
1 year of experience with platform management and integration, to include JAMF Casper Suite or SCCM.
1 year of experience with productivity tools running on Mac, to include MS Office, Lync or Skype.
1 year of experience with Mac experience supporting 100 end users.
1 year of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS.

Responsibilities

Provide support for a fast-growing group of team members in multiple divisions.
Heavy focus on laptop support with an even mix of Windows PC’s, Macs, and Mobile Devices.
Top notch customer focused support.
Excellent written and verbal communication skills.
Engaged in cross-train efforts amongst peers where applicable.
Contribute to site level operational readiness, process improvements.
Effectively manages up as needed.
Self-aware of gaps in skills, works to improve.
Frequent collaboration with site lead, acting as back-up when delegated to.
Cross platform collaboration with immediate peers.
Assist the Service Desk by actively taking/resolving intake calls.