IT Support Specialist – macOS & iOS

• Provide technical support to Client employees and contractors in person.
• Deliver a high level of customer service and professionalism in accordance with client policies, practices, and expectations.
• Diagnose and troubleshoot technical issues according to client standards.
• Document issues, troubleshooting steps, and resolutions in the ticketing system.
• Advocate for the customer by owning the issue and facilitating 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.
• Exceptional 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.
• Experience troubleshooting macOS and iOS operating systems.