Mac Team Lead & Cloud Sys Admin

Who we are
Grove Technologies is the premier Mac Support and Services Agency in Washington DC. We help clients, large and small in all sectors realize the power of using Mac in the workplace. Since 2014 we have grown from a boutique Mac Consultancy to a 5 star, award winning, technology startup delivering best in class Mac Support, Software Development and Cybersecurity services.

What we’re looking for
The Team Lead’s primary responsibilities will be to help support the IT Team in triaging all support requests. To be a point of escalation for all support requests for a wide range of issues from a wide range of clients. You’ll get the chance to hone your managerial skills to help Grove with challenges like resourcing, time management, and prioritization with the end goal of keeping our clients running and making sure they are satisfied with the solutions we implement for them.

You use your can-do leadership and multitasking skills to drive projects to completion. Your love of helping others and whistle-while-you-work attitude bring smiles to others. You will be responsible for delivering and completing assigned projects, providing client-facing support whether it be for Cloud-Based Systems, System Engineering, Mac Engineering, Training or General Assistance.

While we know there is no perfect candidate for this position we are willing to invest time to ensure that we build out any gaps in skills that may be lacking. The ideal candidate will be a quick learner and be able to hit the ground running on day one. If you have additional IT experience, it will be considered favorably.

Our ideal candidate is empathetic and someone who has the ability to listen to clients’ needs, learn their business and make targeted recommendations based on their business needs. Grove values customer service, with a focus on results. Grove defaults to transparency both internally and externally with our clients and we practice the radical candor approach to communication. Read more about our core values and what makes us such an amazing place to work here.

Managerial Responsibilities

• Develop expertise to train staff on new technologies
• Manage the support team and help them troubleshoot and triage technical issues that they may be experiencing.
• Ensure tickets and customers SLA’s are being met at all times.
• Ensure that staff are properly resourced with the project management team.
• Help prepare and speak to our service offerings on pre-sales calls when needed in concert with the sales team.
• Systems & Network Administration Responsibilities (PC & Mac)
• Install and configure software and hardware
• Manage network servers and technology tools
• Troubleshoot network issues and network outages
• Ensure security through access controls, backups, and firewalls
• Administer and support Office 365 Azure and Exchange policies
• Participate in gathering and analysis of business requirements for software capabilities
• Administer and support system backup and disaster recovery processes
• Knowledgeable in software deployment via a wide variety of MDM tools like JAMF, Kandji, Mosyle etc..

Team Lead Responsibilities

• Set up accounts and workstations & Monitor performance and maintain systems according to requirements
• Build an internal wiki with technical documentation, manuals, and IT policies
• Upgrade systems with new releases and models
• Provides third-tier level technical support to clients for technical issues related to computers, online platforms, and cloud-based systems.
• Troubleshoot and resolve issues with user access to cloud services
• Provide AV, Teleconferencing, Video Conferencing, etc. technical assistance
• Maintain inventory of equipment and software licenses.
• Assist with new employee onboarding (hardware configuration, user accounts, training)
• Meet face-to-face to provide technical support when needed, Work nights and weekends as required.
• Other duties as assigned.

About You

• Knowledge of DMARC, DKIM, IMAP and other constructs at the server level.
• Knowledge of cybersecurity frameworks a plus (NIST, HIPAA, CMMC), Certifications not required, Grove will provide training and certification funding.
• Demonstrate the ability to administer cloud-based systems like O365, Azure, AWS, Google, Google Cloud, etc.. with ease and make recommendations in terms of DLP and other business-centric security or privacy settings.
• Demonstrate proven troubleshooting skills.
• Demonstrate ability to establish priorities, work independently and proceed with objectives without supervision.
• Demonstrate ability to develop/follow standard processes and complete documentation as needed.
• Demonstrate ability to communicate well with clients, including clear explanations of complex technical issues.
• Ability to meet deadlines and manage stress effectively in high-pressure situations
• Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
• Working ability and willingness to learn new products and services in a timely manner
• Knowledgeable and willing to learn current and future technology and solutions
• Minimum 1 year experience in the IT industry

Desired

• Apple Certified System Administrator (ACSA), Apple Certified Macintosh Technician (ACMT) Certifications are a plus
• Apple Genius Bar Experience a plus
• Experience with Macintosh desktop imaging and distribution platforms such as JAMF, Casper Suite, ARD and Mac Mobile Device Management platforms (such as JAMF Casper Suite) a plus
• Experience with PC management methodologies (Imaging, Patching, Management, etc..), with a proven ability to provide PC based desktop support as needed.
• Highly motivated with a positive attitude with the ability to work independently and within a team environment

The Culture
We’re more focused on deliverables than meetings. Everyone’s opinion is respected and all ideas are given equal consideration. It’s a culture of meaningful work by dedicated, hard-working individuals, but the environment is relaxed and creative too.