Technical Support Specialist - Level 2: Mac

Vancouver, BC | February 10, 2011

This position is based in our Vancouver, BC Office and reports to the Team Lead, Technical Support.  The Technical Support Specialist resolves customer technical issues in a timely and effective fashion. Using customer service and technical skills, the TS specialist refers customers to documentation or existing solutions, assists with work-around and escalates true product issues to Development. TS work is strongly procedural, and requires accurate documentation of support cases in Absolute’s CRM system. TS work is organized on a shift basis, requiring employee flexibility in working hours. 

Your responsibilities will include, but are not limited to:

Providing ‘level 2’ support services for customer technical support issues:

  • Reproducing technical incidents
  • Trouble-shooting technical issues
  • Diagnosing problems and escalating product issues to Development according to procedure
  • Resolving cases and providing solutions to customers
  • Following TS best practices, specifically removing criticality first (possibly with roll-back or work-around), addressing long-term solution second
  • Managing a personal queue or backlog of open cases, ensuring customers are updated with appropriate timeliness according to best practices

Skills, Education or Experience

Required:

  • Previous experience with Lifecycle Management Solutions such as BigFix, KACE or Altiris
  • Must have experience with Mac O/S, Mac Server O/S to be considered
  • Customer technical support experience expected, including phone and email channels.
  • Experience with software deployment technologies, networks and databases required.
  • Formal technical training expected, especially in areas of network, security and server administration.
  • General computer science qualification expected, university or college education preferred.
  • Setup/administration skills for operating systems and network domains such as Microsoft Windows servers, Active Directory.
  • Setup and administration skills for iOS and Linux.
  • MySQL Server database installation, configuration, and optimization skills.
  • MySQL – syntax and queries.
  • Installation, configuration and maintenance skills for web server software including IIS 6 or above, lighttpd and Apache.
  • Sound knowledge of certificate services.
  • Setup/administration knowledge for TCP/IP based networks and perimeter network devices (router, firewall, proxy servers).
  • Operation of imaging software and creation and installation of images such as FOG, Ghost or equivalent.
  • Domain knowledge of IT Asset Management and Security concepts, including anti-virus.

Preferred: 

  • Installation and operation of Absolute technologies preferred
  • Microsoft MCSE certification, or Apple equivalent

If your skills, experience and education have prepared you for success in this position and you would like to join our team of professionals, please send your resume and salary expectations to absolutejobs@absolute.com.


Apply Now

NO AGENCIES PLEASE!  NO PHONE CALLS PLEASE!