Role: Mac IT Support Specialist
Location: Cupertino, CA (5 days a week on-site.)
Scope:
Provide technical support to employees and contractors in person
Provide high level of customer service and professionalism in accordance with policies, practices, and expectations
Diagnose and troubleshoot technical issues according to client’s 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
Must have:
Customer Focus
Hardware Configuration/Distribution/Provisioning
iOS
Mac OS X
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