IT Helpdesk (Apple Support)

TaskUs Outsourcing Philippines, Inc.; Las Piñas; On-site; PHP 201,000 - 379,000; Full time

Job summary

TaskUs Outsourcing Philippines, Inc. in Las Piñas is seeking an IT Help Desk (Apple Support) specialist to support employees with Apple devices. You will diagnose issues, triage incidents, and maintain detailed ticket records while delivering high-quality service.

The role requires a Bachelor's degree and preferably ITIL/MCP qualifications, plus strong English communication and a customer-service mindset. On-site rotation is expected in a dynamic environment.

Qualifications

• Proven experience as a Help Desk technician or other customer support role.
• Strong experience with Macintosh systems and computers.
• Proficient in Apple environments, MAC OS, Google Suite, and Microsoft Office.
• Knowledge of Active Directory, networking, and VPN basics.
• Excellent English communication and customer service skills.
• Willing to work on a rotational shifting schedule.
• Ability to work in a fast-paced environment with dynamic priorities.

Responsibilities

• Provide timely and effective technical support to employees experiencing issues with Apple devices.
• Diagnose and resolve hardware and software problems on Apple devices, including connectivity issues and system errors.
• Perform incident triage and escalations or resolve based on incident scope.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.).
• Maintain ticket backlog, recording support activities in our HelpDesk ticketing system.
• Keep up to date with knowledge base articles and other technical documentation.
• Other duties as needed or required.

Skills

Macintosh systems

Apple environments

macOS

Google Suite

Microsoft Office

Active Directory

Networking basics

VPN basics

English communication

Customer service

Problem solving

IT support

Rotational shift readiness

Education

Bachelor's Degree in Computer Science / Computer Engineering / Engineering Communications

ITIL qualification (preferable)

MCP certification (preferable)

Tools

ITSM ticketing systems

Network Management Tools

Job description

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

IT Help Desk (Apple Support)

What can you expect in an IT Help Desk (Apple Support) role with TaskUs: As an IT Help Desk (Apple Support), you will be responsible for providing technical support and assistance to employees within our organization who use Apple devices. You will troubleshoot hardware and software issues, configure devices, manage system updates, and ensure seamless operation of Apple products across the business environment. You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to respond to, and diagnoses incidents through discussions with users.

Key Responsibilities

• Provide timely and effective technical support to employees experiencing issues with Apple devices such as MacBooks, iPads, and other related devices.
• Diagnose and resolve hardware and software problems on Apple devices, including but not limited to connectivity issues, software glitches, and system errors.
• Perform incident triage and escalations or resolve based upon incident scope.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.)
• Maintain ticket backlog, recording support activities in our HelpDesk ticketing system.
• Keep up to date with knowledge base articles and other technical related documentation.
• Other duties as needed or required.

Required Qualifications

• Proven experience as a Help Desk technician or other customer support role.
• Must have strong experience with latest technologies with Macintosh systems and computers.
• Tech savvy with working knowledge of Apple environments, MAC OS, line of business applications, Google Suite, and Microsoft Office with some Window OS.
• Creative problem-solving skills with a willingness to speak up and ask questions.
• Knowledge of Apple operating systems, proficiency in Active Directory, working knowledge of general IT infrastructure, Networking, and VPN basics.
• Confident in English writing and oral communication skills to all audiences.
• Extremely organized and has an excellent ability to communicate and solve problems.
• Ability to work in a fast-paced environment with dynamic priority evolution.
• Excellent customer service with a strong sense of urgency.
• Has a can-do attitude and strong attention to detail.
• Willing to work on a rotational shifting schedule.
• Skilled in utilizing ITSM ticketing systems and Network Management Tools is a plus.

Education / Certifications

Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience. ITIL qualification and MCP certification are also preferable but not required.

Work Location / Work Schedule / Travel

Las Pinas 100% onsite work setup GY Schedule (Rotational as needed)

DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.