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Job Requirements of Field Technical Support Rep:
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Employment Type:
Contractor
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Location:
New York, NY (Onsite)
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Field Technical Support Rep
Position Title: Field Technical Support Rep
Location: 66 Hudson Boulevard, New York, NY 10001
Anticipated Start Date: 10/01/2024
Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.
Expected Duration: 6+ Plus Months (Contract)
Job Type: (>%3D30 HOURS WEEKLY], [CONTRACT], [ON-SITE]
Pay Range: $25.00 - 30.00/Hr
Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).
Job Description:
Responsibilities
* Provides Apple SME guidance to America's technical support team.
* Client Experience manager focuses on colleague service experience with support team. Using analytical and subjective data to develop client experience improvement initiatives.
* Working directly with client executive leadership, consults and develops training initiatives and innovation projects.
* Design, develop and conduct new hire onboarding training.
* Strong communications and presentation skill requirement. Must be able to lead both in person and virtual training classes.
* Prepares training materials and videos, develops instructors, leads classroom instructions.
* Assists in investigating and resolving complex installations and maintenance matters of significance.
* Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
* Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance.
* Instructs customers in the operation and maintenance of systems/equipment.
* Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
* Acts as a liaison with customers on administrative and technical matters for assigned projects.
* Performs analysis and prepares reports on system problem trends and issues.
Basic Qualifications
* 5+ years of Apple field support experience
* Ticket and asset management
* Strong hardware/software installation, support, and troubleshooting
* Demonstrated background in Mac OS and iOS support.
* Configuring new PC's/notebooks via imaging, SCCM and standalone
* Remote Install software/hardware and support
Preferred Education and Training
* Associate degree in IT related field (minimum)
* Apple training/certification (preferred but not required)
* Apple Store experience (preferred but not required)
Work Environment
* Office environment
* Walk up kiosk.
* May require weekend work for Critical and High Priority support only.
* Will require shift work/On-call coverage.
Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.
Interested candidates please send resume in Word format Please reference job code 229614 when responding to this ad.