Technical Support Engineer

Our client is a leading provider of comprehensive resourcing solutions across the IT sector. Their partner is a multinational technology company and a global leader in consumer electronics, software, and digital services. We are looking for multiple Technical Support Engineers to join on a long-term contract starting January 2025.

Responsibilities

Handling call escalations from Tier 1 to Tier 2

Provide Apple technical support through phone, email and chat

Document calls, logging problems and solutions

Manage the team’s incidents queue and action all incidents within the given SLA

Work as part of an EMEIA team that actions incidents remotely at all client sites across the region

Requirements

• 2+ years experience working in technical support
• macOS/iOS troubleshooting experience, ideally 1+ years of experience
• Technical support experience using a ticketing system
• Strong English-language oral and written communication skills
• Excellent time management and organisational skills
• Desire and ability to work as part of a team; and, be able to deliver constructive feedback
• Self-motivating with the ability to work independently and with little supervision
• Keen interest in modern technology, ideally Apple products

Preferred Skills/Qualifications

• Apple Certified Support Professional or other Apple Certs
• Cisco CCNA certification
• CompTIA A+ certification
• Knowledge of ITIL standard methodologies such as the difference between Incident, Problem, and Change
• ServiceNow ticketing system

If you'd like to find out more information contact [email protected]