The Role
Deliver exceptional IT support to employees and contractors by diagnosing, troubleshooting, and resolving Apple device, operating system, and application issues. Ensure seamless customer experience through end-to-end incident ownership, effective communication, ITSM ticket management, and collaboration with specialised support teams.
Your responsibilities:
• Provide technical support to Client employees and contractors in person
• Provide high level of customer service and professionalism in accordance with client policies, practices, and expectations
• Diagnose and troubleshoot technical issues according to client expectations
• Document issues, troubleshooting steps, and resolutions in ticketing system
• Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
• Escalate unresolved complex issues to appropriate support teams
Your Profile
Essential skills/knowledge/experience:
• Excellent customer service skills
• Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
• Excellent English-language oral and written communication skills
• Excellent time management and multi-tasking skills
• Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
• Ability to maintain composure and customer-service focus in stressful situations
• Motivation and ability to work as part of a distributed team
• Conceptual understanding of IP networking and basic network troubleshooting skills
• Experience providing hardware and software technical support for Apple devices
• Experience troubleshooting macOS and iOS tools & applications and operating systems
• Experience in using any ITSM tool (e.g Service Now)
