MAC/ IOS Technical Support

(Strictly would be considered only locals to Ireland).

Detailed Job Description

· Provide technical support to employees and contractors via phone, chat and/or email.

· 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 caller. 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 communications skills

· Excellent telephone, chat and email etiquette

· 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