IT Support Engineer

Wipro; Cork; On-site; EUR 40,000 - 56,000; Full time

Job summary

Wipro is seeking an IS&T EP&S Ireland Cork Full-time OnSite Support specialist in Cork, Ireland. The role focuses on delivering in-person technical support for Apple employees and contractors, diagnosing issues, and ensuring high customer service levels in accordance with Apple policies.

Ideal candidates have 3–5 years experience supporting Macs, iOS devices, and related Apple hardware, plus familiarity with IT service management or CRM systems for ticket tracking.

Qualifications

• Excellent customer service skills.
• Strong troubleshooting and problem resolution skills without scripted documentation.
• Conceptual understanding of IP networking and basic network troubleshooting.
• 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.

Responsibilities

• Provide technical support to Apple employees and contractors in person.
• Deliver high level of customer service in line with Apple policies and expectations.
• Diagnose and troubleshoot technical issues according to Apple expectations.
• Document issues, troubleshooting steps, and resolutions in ticketing system.
• Advocate for the customer and own the issue from contact to resolution.
• Escalate unresolved complex issues to appropriate support teams.

Skills

Customer service

Troubleshooting

Networking basics

ITSM/CRM usage

macOS support

iOS/macOS device support

Multiple Apple platforms

Job description

Job Description

Role: IS&T EP&S Ireland Cork Full time OnSite Support [Ask IS&T Center]

Location: Cork, IE

Responisibilities

• 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

• Excellent customer service skills
• Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
• 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

Mandatory Skills: macOS Desktop Support .

Experience: 3-5 Years .

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