Desktop Support

Mandatory Skills: Desktop Support.

Experience: 3-5 Years.

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

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