Technical Support Engineer
Concord IT Systems
Role: Technical Support Engineer Location: Cupertino, CA ( Day one onsite ) 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
Certifications(Must):- Apple Certified Macintosh Technician (ACMT)
- Apple Certified iOS Technician (ACiT) OR Similar
- 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 Concord IT Systems
Vacancy posted 2 days ago
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