Apple Device Repair Technician

MyMac Australia Pty Ltd; Melbourne; On-site; AUD 45,000 - 60,000; Full time

Job summary

My Mac in Melbourne is seeking a Service Technician to assist customers with expert in-store support and Mac & iOS repairs. You will handle face-to-face, phone and online inquiries, diagnose issues, and provide clear guidance on repairs, parts and services.

Ideal candidates have IT experience with Mac OSX/iOS, strong communication, attention to detail and a customer‑focussed approach; weekend roster availability is required. Full training will be provided.

Qualifications

• Excellent interpersonal communication, with ability to relate to a variety of people.
• IT technical experience using Mac OSX and iOS including native programs and third party applications would be advantageous.
• Strong attention to detail, demonstrated critical thinking and problem solving skills.
• Demonstrated ability to contribute to a team project or team environment with shared goals.
• At least 1 year experience in Help Desk, Device repair or Customer Support, or Qualification in a related field.

Responsibilities

• Deliver exceptional customer service in a dynamic and fast-paced environment, effectively managing multiple visitor interactions.
• Troubleshoot, diagnose, and repair software and hardware issues across a range of Apple products, including Mac, iPhone, iPad, AirPods, and related accessories.
• Demonstrate a strong passion for technology and Apple products, continually enhancing technical skills and product knowledge.
• Communicate confidently and clearly, facilitating engaging conversations with individuals and small groups alike.
• Compose well-written emails and communicate effectively over the phone.
• Achieve set targets and KPIs, ensuring performance aligns with organisational goals.
• Utilise databases for service reporting, maintaining accurate and detailed technician notes, and ensuring precise invoicing.

Skills

Excellent interpersonal communication

IT technical experience with Mac OSX &

Attention to detail

Team collaboration

Customer service oriented

Education

Qualification in a related field

Job description

My Mac is an Australian owned business focused on Apple solutions for personal, education, and business use. As an Apple Authorised Reseller we pride ourselves on our ability to provide expert advice along with premium products. We are also an Apple Authorised Service Provider, and cater for both warranty and out of warranty repairs which are performed in house by our highly trained technicians.

As a Service technician, you will assist a wide variety of customers in providing the best service outcomes for them. You understand the level of service required for such a role is of the highest standard and is unique to any other in- store experience. Every visitor interaction you have is an opportunity to create a loyal and returning My Mac customer, regardless of whether we service their device. This opportunity will allow the successful candidate to work in a dynamic environment that changes along with Apple technology.

This unique role is a mix of Support Bar (face to face, phone, and online customers) and Mac & iOS Repair Service including Mac, iPhone, iPad, and associated accessories. You may find the best customer solution resides in a new product instead of a repair, and our team is equipped to assist customers with both sales and service solutions.

Key Responsibilities:

Deliver exceptional customer service in a dynamic and fast-paced environment, effectively managing multiple visitor interactions.

Troubleshoot, diagnose, and repair software and hardware issues across a range of Apple products, including Mac, iPhone, iPad, AirPods, and related accessories.

Demonstrate a strong passion for technology and Apple products, continually enhancing technical skills and product knowledge through training programs such as ATLAS, SEED, and GSX.

Communicate confidently and clearly, facilitating engaging conversations with individuals and small groups alike.

Compose well-written emails and communicate effectively over the phone.

Achieve set targets and KPIs, ensuring performance aligns with organisational goals.

Utilise databases for service reporting, maintaining accurate and detailed technician notes, and ensuring precise invoicing.

Key Selection Criteria:

Excellent interpersonal communication, and the ability to relate to a variety of people.

IT Technical experience using Mac OSX and iOS, including native programs and third party applications would be advantageous

Strong attention to detail, demonstrated critical thinking and problem solving skills.

Demonstrated ability to contribute to a team project or team environment with shared goals.

At least 1 years’ experience in Help Desk, Device repair or Customer Support, or Qualification in a related field.

The right to work unrestricted hours in Australia

(Currently not accepting applications from individuals currently residing outside of Australia)

Available to work weekends on a rotating roster

All submissions will be treated with the strictest confidence.