Contract, Apple Support and End User Support Sr. Analyst

PTC Therapeutics is a global commercial biopharmaceutical company. For over 25 years our team has been deeply committed to a unified purpose: Extending life's moments for children and adults living with a rare disease.

At PTC, we cultivate an inclusive culture where everyone feels valued, respected, and empowered. We welcome candidates from all backgrounds to join our team, fostering a strong sense of belonging.

Visit our website to learn more about our company and culture!
Site: www.ptcbio.com

ESSENTIAL FUNCTIONS

Primary duties/responsibilities:

• Manage MacBook devices using tools like Apple Business Manager. Regularly review and enhance the build and configuration processes while providing best practices for updates and patch management.
• Offer live support through phone, chat, or email.
• Build strong relationships with customers by sharing a passion for Apple products.
• Collaborate with team members and participate in training sessions to improve technical skills.
• Assist in creating online support experiences for Apple, including editing content and designing user interfaces.
• Maintain and update deployment workflows to align with OS upgrades and security policies.
• Automate provisioning processes for new hires and device refresh cycles.
• Provide Level 2 and Level 3 support for macOS-related incidents, such as OS issues, application crashes, network connectivity, and hardware diagnostics.
• Troubleshoot Apple peripherals (e.g., Magic Mouse, keyboards, AirPods) and software (e.g., Safari, Mail, iWork, Microsoft 365).
• Support remote users via MDM tools and remote desktop platforms.
• Ensure that macOS devices meet enterprise security standards.
• Apply OS patches and security updates in coordination with IT security teams.
• Monitor compliance using endpoint management dashboards and audit logs.
• Track Apple hardware inventory, manage asset tags, and coordinate device returns and replacements.
• Maintain accurate records in ServiceNow or equivalent ITSM platforms.
• Participate in planning and procurement for hardware refreshes.
• Create and maintain user guides, standard operating procedures (SOPs), and knowledge base articles for macOS environments.
• Train end users and IT staff on macOS best practices and troubleshooting techniques.
• In addition to supporting the Apple environment, assist end users with company laptops.
• Perform incident ticket processes, responding to assigned tickets (routine and urgent) within the timeframe specified by the service level agreement and working through issues to resolution. Maintain appropriate documentation within the incident system as determined through periodic ticket quality reviews.
• Conduct advanced printer troubleshooting.
• Address advanced network connectivity troubleshooting.
• Manage software installation processes and software troubleshooting.
• Escalate issues effectively to the Security and Infrastructure teams when necessary.
• Assist in the setting up and support of teleconference and audiovisual needs for PTC clients.
• Help develop and create standard operating procedures to continuously improve IT services.
• Follow standard operating processes and best practices for all service situations.
• Keep clients informed of outages and service statuses; provide and recommend alternative connectivity methods during outages.
• Participate in projects, including system upgrades, service improvement initiatives, and service requests.
• Stay updated on new services and products or changes to existing ones.
• Provide Level 2 and Level 3 support to IT team members, acting as an escalation point for Level 1 support when needed.
• Backfill roles for Level 1 and Level 2 support when necessary.
• Experience with Windows updates and application packaging is a plus.

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

* Minimum level of education and years of relevant work experience.

• A High School diploma AND advanced academic training (diploma, certificate, associate's degree, etc.) in a related discipline and a minimum of 5 years of relevant professional experience, ideally within a pharmaceutical, biotechnology, CRO, or related environment.
• 3+ years of experience supporting Apple products
• Apple Support Certification a plus.

* Special knowledge or skills needed and/or licenses or certificates required.

• Demonstrated ability to leverage proven technical and customer services skills, industry best practices, and company policies and procedures to resolve a wide range of technology issues in imaginative as well as practical ways.
• Excellent verbal and written communication skills, including the demonstrated ability to communicate effectively by phone.
• Ability to work independently and collaboratively, as required, in a fast-paced, matrixed team environment consisting of internal and external team members.
• Demonstrated ability to assess technical issues and identify those that need to be escalated to keep the resolution process moving at an acceptable rate.
• Demonstrated customer service orientation.
  • Technical proficiency with:
  • Endpoint Management Software
  • Familiarity with Apple Business Manager, Ivanti, Intune, WorkSpace One
  • Windows 10 and 11
  • Active Directory and Azure
  • VDI
  • LAN and WAN technology
  • Microsoft 365 suite
• An analytical thinker with excellent problem-solving skills and the ability to adapt to changing priorities and deadlines.
• Excellent planning, organization, and time management skills, including the ability to support and prioritize multiple projects.

* Travel requirements

• 0 - 10%

*Physical requirements

• Hybrid position (Around 4-5 times/per week in the office)
• The ability to lift boxes weighing a maximum of 60 lbs. may occasionally be required.
• Ability to occasionally crawl under desks.

Expected Hourly Range:

$539.50 - $50.00/hr. The hourly salary offered will be contingent on assessment of candidate education level, background, and experience relative to the requirements of the position they are being considered for, as well as review of internal equity.

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EEO Statement:

PTC Therapeutics is an equal opportunity employer. We welcome applications from all individuals, regardless of race, color, national origin, gender, age, physical characteristics, social origin, disability, religion, family status, pregnancy, sexual orientation, gender identity, gender expression, disability, veteran status or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.

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