Jamf, founded in 2002 and headquartered in Minneapolis, MN, is the creator of the Jamf Pro, the only suite of client management software developed exclusively for the Apple platform. As such, it offers a native solution that provides great breadth and depth of functionality for IT managers including inventory, package building, image management, remote imaging, remote updates, iOS mobile device management and a powerful framework for automated support.

View All Jobs

Technical Support Specialist

APAC-JPN-Tokyo

The Technical Support Specialist works within the Technical Support department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The Technical Support Specialist provides assistance to Jamf users and is responsible for day-to-day interactions with customers and overall customer satisfaction by providing support for Jamf Pro customers. The Technical Support Specialist also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.

 

Responsibilities

  • Utilize available resources to resolve support issues independently and as part of a team
  • Work directly with customers to troubleshoot, recreate, and resolve Tier 2 issues related to Jamf products and supporting technologies, as well as other customer issues as assigned
  • Contribute to the 24/7 global support resource pool
  • Maintain excellent case documentation to allow for collaborative troubleshooting and resolution
  • Use strong judgment to determine the appropriate channel of customer communication (email, phone, screen sharing, etc.)
  • Maintain excellent case management to ensure target response times are met
  • Other duties and special projects as assigned

 

Qualifications

  • Aptitude to learn complex technical concepts and communicate to technical & non-technical audiences
  • Ability to troubleshoot and resolve issues related to server infrastructure, systems, networks, and hardware
  • Ability to prioritize issues based on severity and urgency
  • Exceptional customer service skills
  • Strong interpersonal and organizational skills
  • Excellent written and oral communication skills to thrive in a fast-paced environment
  • Ability to work independently and as part of a team
  • Experience with macOS, iOS, and/or server platforms is required
  • Previous experience in technical support and/or systems administration is strongly preferred

 

Location: Tokyo, Japan
Travel: 5%
Job Type: Full Time
Education: Associate Degree, or equivalent experience (required), Bachelor’s Degree, or equivalent experience (preferred)
Supervisor: Manager, Technical Support

Skills & Requirements Qualifications