MAC Support L2

Position: MAC Support L2
Pay Rate: $28/hr
Location: New York, NY (Onsite)
Duration: 6+ Months

Excellent Customer Service Skills Required; good communication (written and verbal) skills are essential as this role entails a lot of interaction with internal staff and senior management. Ability to think quickly and creatively, in order to deliver solutions when under pressure, is a must for this role.
Role is focused on Mac support and will involve Windows support. Solid Mac experience required.
Accountabilities
Provide day-to-day support for both Hardware and Software to the Sothebys internal staff.
Provide project support where appropriate, including the implementation of new business systems etc.
Update Help Desk tickets as calls progress, and take responsibility for calls to closure, including liaison with appropriate stakeholders. Adhere to established service levels and notify management when service levels cannot be achieved. Knowledge of Footprints and/or ServiceNow is a plus.
Understand and apply all IT policies and procedures without deviance.
Transfer knowledge to other End User Services engineer(s).
Provide live auction support, maintaining both saleroom and online technologies.

Experience/Qualifications
4+ years experience of technical end user support in an Apple macOS environment, covering MAC hardware (laptops, desktops and mini) and software (macOS, Office 365, Adobe CC Suite 2019) including scripting and command line skills.
4+ years experience of supporting Windows 10 and Office 365.
Good experience of using Casper / Jamf Pro; client and package deployment, update management; certification advantageous.
Google Suite and VOIP experience are a plus.
Mobile Device Management experience (Intune).
Good understanding of print design, digital asset management, production workflows, pre-press processes, digital image workflows etc.
Broad experience of wide format printers and RIP servers.
Good understanding of corporate network infrastructure and architecture sufficient to support and troubleshoot issues and to maintain the office network connectivity via wi-fi/cabling/hubs/switches.
Strong understanding and troubleshooting skills iPhone/iPad and Android with Mobile Device Management (Afaria preferable but not essential) support experience.
Excellent written and verbal communication skills, tactful, enthusiastic, confident, ability to work independently as well as part of a team, and flexible approach to meet changing business needs.
Strong problem-solving skills required for technical issue resolution.
Strong personal time management to coordinate several tasks and projects simultaneously.
Flexibility to work overtime and weekends as needed.