Hardware and Software Technical Support

Note: Need Hardware and Software Technical Support consultant for Macs, iOS devices, Apple Watch, and Apple TV

Job Description:

Scope:

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