• Analyze, replicate and resolve reported customer issues of varying complexity • Provide written and verbal consultation to debug customer related issues • Assess whether the bug is an external issue, a user issue, or requires a solution that will need to be developed by the product supporting engineering department • Document all reported issues, individualized solutions, and product defects in the support call tracking system

• Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems. • Address slow computer performance, operating system reinstallation, Mac recovery, PC reset, malware and virus removal, driver updates, and email-related problems, especially with Microsoft Outlook. • Troubleshoot hardware issues including hard drives, RAM, and power supplies. • Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes. • Set up and troubleshoot printers on WiFi connections and resolve printer driver issues. • Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers. • Utilize sales skills to upsell support packages post-service resolution. • Maintain organization, punctuality, and reliability as core professional attributes.

• Serve as the primary point of contact for Premium Support customers experiencing technical issues. • Handle customer inquiries related to product performance, configurations, custom setups, and integrations. • Diagnose and resolve issues across the full suite of Jamf and periphery products. • Use logs, debugging tools, and root cause analysis to efficiently solve technical problems. • Act as a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment. • Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements. • Interface with product development and support teams to share client feedback, generate requirements and evaluate and test new product solutions • Maintain and increase customer satisfaction and ensure retention • Keep customers informed about the status of their issues and provide regular updates on progress. • Serve as a topic expert in one or more key product features • Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides. • Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting. • Collaborate with customers’ internal teams/stakeholders to address challenges. • Build strong relationships with enterprise customers, acting as their advocate within the company. • Identify patterns in support cases and provide insights to improve the product or internal processes. • Stay current on new product features, technologies, and industry trends to provide the best possible support. • On-Call and on-site customer visits as needed. • Other duties as assigned.

Lead day-to-day IT support while ensuring reliable and secure operations. Manage internal IT systems and hardware lifecycle, and support security and compliance initiatives to enhance the employee experience.