IT Support Engineer(Mac/IOS)

Scope:

· 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

KEY QUALIFICATIONS

· 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

· Conceptual understanding of multi-tiered and web-based information systems architecture

· Experience providing hardware and software technical support for Macs, iOS devices, Client Watch, and Client TV

· Experience troubleshooting macOS and iOS operating systems

· Experience using an IT service management or CRM system for tracking technical support cases

· Experience using a knowledge base system