MAC / IOS IT Support Specialist

Relevant Yrs of Experience: 4+ years

Detailed JD *(Roles and Responsibilities)

Key Qualifications

• 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
• 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, Apple Watch, and Apple 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

Mandatory Skills *

• 5 days a week on-site.
• Punctuality and attendance; no more than 2 occurrences per month on average
• Customer satisfaction surveys (CSAT) 98% or higher

Desired skills*

• Conceptual understanding of IP networking and basic network troubleshooting skills

Domain*: Ecommerce