Technical Support Engineer

*** This is where your organization can create a consistent intro to all of your jobs, creating consistency in voice and messaging across all job posts

_*** C'est ici que votre organisation peut créer une introduction cohérente à tous vos emplois, en créant une cohérence dans la voix et la messagerie dans tous les postes.
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**What You’ll Do At Jamf

**At Jamf, we empower people to be their best selves and do their best work. The Technical Support Associate works within the Technical Support department to provide technical support and guidance for customers related to the installation, troubleshooting, and integration of Jamf products and supporting technologies. The Technical Support Associate provides direct assistance to Jamf users and is responsible for fielding phone calls and live chat requests directly from customers, as well as delivering Tier 1 technical support to Jamf Pro and Jamf Now customers with an emphasis on first-touch issue resolution.

**Responsibilities
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• Utilize available documentation and resources to identify and resolve customer issues quickly and effectively to maximize same-day resolution and customer satisfaction

• Answer regional support phone calls and live chat requests, and contribute to the 24/7 global support resource pool to maintain the availability and reliability of technical support for customers

• Create excellent case notes to document issues for collaborative troubleshooting and resolution to ensure painless hand-offs when escalating customer issues

• Effectively communicate with customers in all mediums to meet evolving customer demand to maximize customer satisfaction

• Maintain best practices in case management to escalate cases quickly and effectively as needed to minimize the resolution time of customer issues

• Other duties and special projects as assigned

• Performs all job responsibilities in alignment with the core values, mission and purpose of the organization

• Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity

• Supports and promotes a positive, inclusive workplace; one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work

• Aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences

• Ability to perform basic troubleshooting and problem-solving tasks related to server infrastructure, systems, networks, and hardware

• Capacity to multi-task and quickly prioritize duties