Job Summary

The Mac Packaging Administrator plays a critical role in the Support & Operations team by independently resolving technical issues related to Mac packaging and JAMF. This position focuses on delivering high-quality support, conducting root cause analyses, and ensuring customer satisfaction through effective solutions and knowledge management.

Key Responsibilities

1. Provide Technical Support For On-Call Escalations By Utilizing Mac Packaging And Jamf To Analyze And Resolve Issues, Ensuring Compliance With Quality Standards And Company Policies.
2. Conduct Root Cause Analysis For Escalated Issues, Implementing Corrective Actions That Enhance System Stability And User Experience.
3. Develop And Maintain A Knowledge Base By Documenting Solutions And Updates Related To Mac Packaging And Jamf, Fostering A Culture Of Continuous Improvement And Learning.
4. Independently Resolve Support Tickets Within The Agreed Sla, Prioritizing Tasks Effectively To Manage Ticket Volume And Ensure Timely Responses.
5. Enhance Customer Satisfaction By Striving For First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases Through Thorough Troubleshooting And Effective Communication.

Skill Requirements

1. Proficiency In Mac Packaging And Jamf With Solid Understanding Of Deployment Processes.
2. Strong Problem-Solving Skills And Ability To Conduct Root Cause Analysis Effectively.
3. Familiarity With Ticketing Systems And Sla Management.
4. Excellent Communication Skills To Ensure Clear And Concise Interactions With Customers.

Other Requirements

1. Jamf Certified Professional (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)