Apple Support Specialist

At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

As an Apple Support Specialist, you will be responsible for resolving technical support incidents within the Service Desk department.

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

• Work to complete reactive and/or proactive support cases, providing exceptional support and consultation to clients via phone, email, and chat support tickets.
• Contact clients and vendors on behalf of Ntiva or our clients.
• Articulate and share technical findings with management and clients in clear, concise, and understandable terms.
• Respond to escalations from clients and technicians.
• Work with team to ensure appropriate escalation and efficient resolution of issues.
• Provide streamlined communication to management regarding escalated issues.
• Facilitate a consistent customer experience by clearly documenting all troubleshooting steps and relevant interaction.
• Ensure compliance with company best practices and procedures as well as legal and regulatory standards.
• Creation/review of internal documentation, knowledge base articles, and new tools/utilities
• Maintain proficiency in key technology areas through intentional, ongoing learning.
• Work flexible hours as business needs dictate.
• Participate in regular team meetings.
• Keep management apprised of any issues related to the department.

• Workstation hardware support
• MacOS and iOS operating systems
• Mobile Device Management (Addigy, preferred)
• Microsoft Office 365 applications and online services
• Other third-party applications and peripheral

• 2+ years of Apple support experience
• 1+ years of Help Desk experience
• This role involves extended periods of sitting or standing and regular use of computers and office equipment
• Apple Certified Support Professional (ACSP)
• Strong problem-solving capabilities
• Strong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clients.
• Strong attention to detail and accuracy
• Strong communication skills
• Understand the business impact of technical problems and solutions.
• Capability to manage and troubleshoot issues arising from the integration of Microsoft and Apple ecosystems, ensuring seamless operation and user experience.

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

• Bachelor’s Degree in IT/MIS
• Experience working…