Apple Support Specialist

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? 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!

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

Summary of Location and Hours

• This is a 100% remote position.
• Monday-Friday, 10am-7pm EST
• Equipment is provided, must have home internet connectivity of at least 20mbps upload and 20mbps download.

What you will be doing

• 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

You’ll be successful in this role if you have

• 2+ years of Apple support experience
• 1+ years of Help Desk experience
• 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.
  
  

Required language skills

• 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

Bonus points for

• Bachelor’s Degree in IT/MIS
• Experience working for a Managed Services Provider
• Apple retail experience
• Familiarity with network devices such as firewalls and switches.
• Any of the following certifications: A+, Network +, Security +

Job Performance Metrics

• Billable utilization of 75% or higher
• CSAT score of 98% or higher.
• Complete and accurate case notes
  
  

The base pay range for this position is expected to be between $50,000.00 and $60,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

FLSA Status: [Salaried], [Non-Exempt] 

Work Authorization Criteria 
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa. 
 
Workspace Requirements and Remote Work Policy 
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.   
 
Our Commitment to a Diverse Workforce 
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment. 
 
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 1/21/25.