Cloud Ops Level 1 Technician

Responsibilities

• Installation and configuration of mac

  OS, i

  OS and i

  Pad

  OS devices (enrollment, encryption, and setup of secure environments)
• Deployment and management of Apple devices (Mac, i

  Phone, i

  Pad)
• Standard MDM operations: device enrollment, remote management, sending remote commands, fleet administration, and compliance checks
• Management of OS and application updates via MDM
• Deployment of profiles: Wi-Fi, VPN, email accounts, security settings
• Troubleshooting incidents related to Apple solutions in an enterprise environment
• Installation and maintenance of Windows systems (10, 11) and Microsoft 365
• Directory integration and user account management (Entra ID, Active Directory)
• Deployment of security solutions: antivirus, encryption, network protections
• Application deployment within the Microsoft environment
• Handling inbound calls to assist users with their issues
• Diagnosing and resolving incidents via our ticketing tool, by phone or using remote support
• Handling requests on a variety of topics (networking, systems, applications)
• Escalating complex incidents to Level 2 support
• Creating documentation and contributing to our knowledge base
• User training: training materials and awareness sessions

Requirements

• A passion for technology and a strong interest in the Apple ecosystem (mac

  OS, i

  OS, i

  Pad

  OS)
• Comfort working in multi-platform environments (Apple and Microsoft)
• Experience or familiarity with MDM solutions, ideally Jamf Pro, Intune, or other leading MDMs
• Networking knowledge (TCP/IP, Wi-Fi, VPN)
• Excellent communication skills and the ability to explain technical concepts in plain language
• Strong customer service orientation and a solution-focused mindset
• Good organizational discipline and a willingness to continuously learn
• Team-oriented with a desire to share knowledge
• Solid understanding of ITIL methodologies and experience with ticketing tools (e.g., Zendesk)