What are the responsibilities and job description for the Support Technician – macOS position at TriCom Technical Services?
Summary
We are a growing managed services provider (MSP) with a strong focus on client service and community-driven organizations. Due to rapid client growth, the team is hiring a mid- to senior-level support technician with deep macOS expertise. We need someone who can hit the ground running and make an immediate impact on our ticket queue and client experience. The ideal candidate is someone who is energized by variety, not overwhelmed by it. You must be able to context-switch between 35 different tickets across different clients and industries without losing your cool or your customer service edge. You understand that in an MSP, you earn your clients’ trust every single day — and you take that seriously. You are punctual, thorough, communicative, and you genuinely care about the people you support.
Responsibilities
We are a growing managed services provider (MSP) with a strong focus on client service and community-driven organizations. Due to rapid client growth, the team is hiring a mid- to senior-level support technician with deep macOS expertise. We need someone who can hit the ground running and make an immediate impact on our ticket queue and client experience. The ideal candidate is someone who is energized by variety, not overwhelmed by it. You must be able to context-switch between 35 different tickets across different clients and industries without losing your cool or your customer service edge. You understand that in an MSP, you earn your clients’ trust every single day — and you take that seriously. You are punctual, thorough, communicative, and you genuinely care about the people you support.
Responsibilities
- Own and resolve a high volume of support tickets daily across a diverse, multi-client MSP environment.
- Provide expert-level macOS troubleshooting and end-user support across multiple client organizations.
- Maintain timely ticket documentation and proactively communicate updates to clients throughout the resolution process.
- Help drive down ticket backlog and improve overall response times.
- Build familiarity with client environments and develop strong working relationships with end users.
- Collaborate with the internal team to foster a positive, service-first culture.
- Participate in an on-call rotation (approximately once per quarter) covering after-hours support.
- Mid- to senior-level experience in IT support/service desk with a strong focus on macOS (ideally 5 years of macOS support experience).
- MSP Experience — You understand the pace, volume, and diversity of a managed services environment, and you thrive in it.
- A Genuine Service Mindset — You treat every client interaction as an opportunity to deliver excellent support.
- Punctuality & Reliability — Our phones start ringing at 8:00 AM, so being on-site and ready by 7:50 AM every day is a firm expectation.
- Strong Written & Verbal Communication Skills — Clients should always know where their ticket stands.
- Experience supporting diverse industries and user populations simultaneously.
- Familiarity with Apple Business Manager, MDM platforms (Jamf, Kandji, etc.), or Mac-centric network environments.
- On-site, 5 days per week (Monday through Friday); core hours are 7:50 AM – 5:00 PM.
- On-call rotation approximately once per quarter (2-week block, 5:00 PM–8:00 AM coverage).
- On-call compensation: $100 per on-call week.
- On-call volume is light; average of 1.5 calls per night, with many nights requiring no response at all.
- No structured annual bonus, though performance bonuses, spot bonuses, and team perks are a regular part of the culture.
- This is an MSP that genuinely invests in its people.
Salary : $100