Support Specialist

  • Sunnyvale, CA
  • Posted 1 day ago | Updated 16 hours ago

Overview

On Site
$30 - $40
Contract - W2
Contract - 12 Month(s)

Skills

Desktop Support
IOS
MacOS
Troubleshooting
Ticketing
Okta
JAMF

Job Details

Job Description:

  • Provide technical support to Apple employees and contractors in person
  • Provide high level of customer service and professionalism in accordance with Apple policies, practices, and expectations
  • Diagnose and troubleshoot technical issues according to Apple 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, 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
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