Apple Product Trainer / L1 Technical Support Lead

ABSI; Metro Manila; On-site; PHP 420,000 - 700,000; Full time

Job summary

ABSI is seeking an Apple Product Trainer / L1 Technical Support Lead to empower corporate users with engaging Apple training while overseeing L1 helpdesk operations, ticket queue management, and service delivery excellence.

The role requires Apple Certified Trainer or equivalent iOS/Apple training certification, a IT/CS/education degree, and proven Apple training experience. You will travel to regional offices across the Philippines for training and on-site support.

Qualifications

• Apple Certified Trainer or equivalent iOS/Apple training certification is required.
• Degree or diploma in IT, CS, Education, or related field with practical experience.
• Proven experience in Apple product training and L1 helpdesk coordination.

Responsibilities

• Design, coordinate, and deliver Apple training sessions, onboarding, and demos.
• Lead daily L1 helpdesk operations and manage ticket queue across channels.
• Monitor tickets, SLA compliance, and escalation handling.
• Troubleshoot macOS, iOS, hardware, apps, and connectivity issues; escalate as needed.
• Develop quick-reference guides and FAQs to empower end users.
• Travel nationwide to regional offices for training and on-site support.

Skills

Training delivery

Facilitation

Presentation skills

Customer service leadership

SLA management

Ticketing systems

Education

Bachelor's degree in IT/CS/Education

Job description

Apple Product Trainer / L1 Technical Support Lead. In this dual-function leadership role, you will empower corporate users through engaging Apple product training while overseeing L1 helpdesk operations, ticket queue management, and service delivery excellence.

What You’ll Do

• User Enablement & Training: Design, coordinate, and deliver engaging Apple training sessions, user onboarding, product demos, and Windows-to-Mac transition guides.
• Helpdesk Leadership: Lead day-to-day L1 helpdesk operations when training is not scheduled, ensuring support requests across call, chat, email, and walk-ins are efficiently resolved or assigned.
• Queue & SLA Monitoring: Track ticket volumes, SLA compliance, backlogs, and resolution response times to maintain top-tier service quality.
• L1 Technical Support & Escalations: Troubleshoot macOS, iOS, hardware, app, and connectivity concerns. Ensure unresolved or complex tickets are properly escalated to L2/L3 teams with full diagnostic notes.
• Content & Knowledge Management: Develop quick-reference guides, FAQs, training modules, and troubleshooting documentation to promote end-user self-sufficiency.
• Nationwide Support: Travel to regional offices across the Philippines for scheduled training, device deployment, and on-site support as needed.

What We Are Looking For

• Certification (MUST-HAVE): Apple Certified Trainer, Apple Device Support / ACSP certification, or formal iOS/Apple technical training certification is required.
• Education & Experience: Degree/Diploma in IT, Computer Science, Education, Communications, or equivalent practical experience. Proven experience in Apple product training, user enablement, and L1 helpdesk coordination.
• Apple Expertise: Strong working knowledge of MacBooks, macOS, iPhones, iPads, and standard Apple productivity software.
• Training & Communication: Excellent facilitation, presentation, and interpersonal skills with the ability to explain technical concepts simply.
• Leadership & Operations: Solid understanding of ticketing systems, SLA management, incident escalation, and operational reporting.
• Flexibility: Willingness to travel nationwide for training rollouts and on-site support assignments.