We are looking for a motivated Hybrid Level 1 Apple Technician / Apple Engineer to join our team. This role combines technical support responsibilities with engineering tasks to provide customer support for our Apple/Macbook community.  The ideal candidate will have experience supporting a Macintosh environment, a passion for technology, excellent problem-solving skills, and a desire to grow in both technical support and engineering areas.

Key responsibilities:

• Provide level 1 support to Macintosh users via phone, email, and in-person.
• Diagnose and troubleshoot issues in a timely manner.
• Assist in the testing and development of new software features and updates.
• Collaborate with the engineering team to identify and resolve issues.
• Assist in the testing and development of new software features and updates.
• Work closely with other globally located technicians and engineers to escalate complex issues and share knowledge.
• Maintain accurate records of customer interactions, technical issues, and resolutions using ServiceNow.
• Contribute to the internal knowledge base with best practices and troubleshooting steps.
• Participate in team meetings and training sessions to enhance technical skills.
• Adhere to all bank security policies.
• Educate customers on product features and best practices.

Qualifications:

• Bachelor’s degree, or equivalent work experience
• At least 2 years of experience within a total information technology (IT) environment
• Experience in supporting macintosh devices.
• Familiarity with Apple products and operating systems (macOS).
• Basic understanding of computer hardware and software troubleshooting techniques.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Have Jamf or Apple support certification.
• Experience using ServiceNow is desirable but not required.
• Experience using remote desktop support tools.

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