Senior Apple Specialist

Join our team

Fully Managed by TELUS is a one-stop-shop for technology solutions that help businesses navigate and succeed in today's digital world of work. With decades of collective experience in IT, Fully Managed by TELUS provides companies with the technology support, expertise, and products and services they need to be productive and proactive - helping them work smarter, more securely and with greater efficiency.

The Fully Managed by TELUS team leads a diverse Managed Services portfolio in a fast-paced and entrepreneurial environment, providing a great place to learn and grow. We are the destination of choice for entrepreneurial data-driven people that enjoy a challenge. We have a culture and team members with values that focus on ownership, outcomes, curiosity, iteration and celebration.

The impact you'll make and what we’ll accomplish together

The Senior Systems Administrator role with a focus on Apple products and services consists of providing senior level technical escalation support, client audits and resolution of root cause tickets. The technical tasks will be primarily high risk, high impact and/or highly complex. They will require a technician with a great depth and breadth of technical knowledge and experience.

What you’ll do

• Handling ticket escalations from other FM teams through to resolution
• Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements
• Communicating ticket status and updates directly to clients
• Proactively training and mentoring Tier 1 and Tier 2 staff on solutions to escalated tickets to mentor the teams and reduce escalations over time
• Adherence to standardized operating procedures and industry best practices when working in a client environment and with FM systems and tools. Assist with creating new procedures when required
• Handling sensitive information including PCI standards and ensure compliance with other Cybersecurity Frameworks
• A willingness to work flexible hours when required to meet client deadlines
• Systemic audits of customer environments to ensure best practices have been deployed
• Requirement to pass two approved training courses per quarter to stay up to date with industry standards and best practices.
• Perform other duties as assigned by your leader

What you bring

• 5 years of experience:
  1. troubleshooting Apple computers and mobile devices
  2. troubleshooting Windows desktops and servers
  3. installing, maintaining, and troubleshooting firewalls, routers, switches and wireless networks (Cisco-Meraki experience is preferred)
• Strong working knowledge of related technologies: Apple Business Manager, Intune for Mac, and Jamf for macOS and IOS
• Working knowledge of server hardware including RAID, clustering and out of band management
• Experience with backup solutions, Datto/Veeam experience preferred
• Adept in DHCP, DNS, VLANs, VPNs, and other network fundamentals
• Familiarity remediating technical issues with various vendors such as ISPs, software/hardware manufacturers, VOIP technology, Azure, AWS, etc
• Excellent oral and written communication skills; including documentation
• Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues
• Customer oriented, self-motivated, ambitious and a dedicated team player
• Ability to organize, prioritize, and work in a multi-tasking, high pressure environment

Great-to-haves

• Apple Certified Support Professional
• University degree in computer science or equivalent experience.
• Experience with ITIL service management concepts and methodologies and certification an asset
• Current or previous professional technology certifications and vendor certifications (MCSE, MOS, MCSA, A+ etc.)
• Intimate knowledge of ITGlue and Service Now or ConnectWise

Salary Range $65,000- $100,000

Interested?

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank everyone for their interest; however, only applicants selected to continue in the recruitment process will be contacted.  

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.

No recruiters and no phone calls please!