Title:MacOS Helpdesk IT Support
Location: Cupertino, CA
Duration:5 days a week on-site
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.
Training
Client expectations, policies and procedures will be provided by Client training instructors
Expectations
The Performance Is To Be Kept Within KPIs As Defined By IS&T Support. This Includes But Is Not Limited To Standards Surrounding
Punctuality and attendance; no more than 2 occurrences per month on average.
Customer satisfaction surveys (CSAT) 98% or higher
Skill Sets
Customer Focus -
Hardware Configuration/Distribution/Provisioning
iOS No - At least 1 year -
Mac OS X - At least 1 year -
