IT Support Specialist (Hybrid) - MTS Pro Services

Attention gamers and musicians, hard core tech geeks and vegan mountaineers: MTS Pro Services is made up of an amazing array of people, and if you have strong opinions about the Prequels, spaces vs. tabs or iOS vs. Android, MTS might be the place for you. Our senior staff is made up primarily of people who have worked here for 5-10 years. Many senior leaders started in junior roles. We will give you a job but also a place to grow and develop. If you strive to deliver great IT support and great customer service in a fun environment, we want you.

Position Summary:

MTS Pro Services is seeking a Tier 1 IT Support Specialist to help support our business and education clients for our Professional Services division based in New York. In this role, you will monitor the Help Desk ticketing queues, take email, chat, and phone support calls from MTS's clients, gather information from clients, document and assess their support needs, and perform initial remote troubleshooting over the phone to resolve their issues within agreed SLA’s.  In the event an issue cannot be resolved upon first contact with the client, the Tier 1 representative will be required to prioritize and escalate the ticket to a Tier 2 Support Specialist for further action. To be considered for this position you will be required to have a confident, professional phone presence and possess basic technical skills for supporting Mac computing environments. Applicants will benefit from having call center experience, and a desire to learn about supporting Mac infrastructures and applications is imperative.

This is a hybrid position, working out of our New York office at least once per week. You may also need to visit our clients for onsite support within the Greater New York City area as needed. Covid-19 vaccination is required for all MTS employees.

Expectations & Required Experience:

• 1 year experience troubleshooting and supporting Mac/iOS devices in a business or education environment.  Experience in a Help Desk call center environment is a definite plus.
• Excellent verbal and written communication skills.
• Apple Certified Support Professional (ACSP) certification is preferred but not required for consideration for this position.  Must be able to achieve this certification within 3-6 months of being hired.
• Other certifications such as CompTIA A, Net, or a Google IT Support Certification preferred, but not required. 
• Ability to work as part of a team in a high speed dynamic environment.
• Must have a High School Diploma and current driver's license.

Job Duties & Responsibilities:

• Provide professional and courteous technical support via chat, email, and telephone to clients.
• Provide onsite technical support to our managed clients in the New York area when needed.
• Document incidents accurately in Help Desk ticketing system.
• Maintain a calming, helpful demeanor with customers, while demonstrating patience and a genuine desire to delight our clients.
• Demonstrate professional communication skills to clearly convey technical solutions and set expectations.
• Remotely troubleshoot and repair client issues using a suite of support utilities.
• Assist with development of Help Desk and Knowledge Base documentation.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Perform other job related duties as needed.

Who We Are:

MTS Pro Services is a Mac-focused Professional Services organization, providing a suite of IT managed services offerings and IT infrastructure related projects to our array of businesses and education clients. We have office locations in both NYC (headquarters) and Philadelphia and support clients nationwide. We offer a fun and healthy work environment, competitive pay, a full benefits package including health insurance, 401k, and plenty of room for career growth and advancement. Maintaining a great culture and happy customers are our top priorities, and we're looking for positive, professional, results-driven individuals to join our incredible team. We foster an open, energizing and collaborative environment and our team is made up of passionate Mac support professionals who deliver to high standards but also have fun in the process.

Salary: $45,000-55,000/annually

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