MacOS/iOS IT Technical Support Specialist
Location: Hollyhill Cork, Carlow Ireland (Prefers local folks)
Onsite Requirement: 5 days mandatory
Duration: 4 months + Potential extension
Scope:
* Provide technical support to Client employees and contractors in person
* Provide high level of customer service and professionalism in accordance with Client policies, practices, and expectations
* Diagnosing and troubleshoot technical issues according to Client 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:
* 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
Training:
* Client expectations, policies and procedures will be provided by Client training instructors
* The performance is to be kept within KPIs as defined by Client Support, including but not limited to standards surrounding punctuality and attendance; no more than 2 occurrences per month on average, and customer satisfaction surveys (CSAT) 98% or higher
Skill Sets - Experience - Preference:
* Customer Focus - Is Required
* Hardware Configuration/Distribution/Provisioning - Is Required
* iOS - At least 1 year - Is Required
* Mac OS X - At least 1 year - Is Required
Pay Range: $25/hr - $30/hr
The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions.
Seniority level: Mid-Senior level
Employment type: Contract
Job function: Information Technology
Industries: IT Services and IT Consulting
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