IT Support Lead & Apple Product Trainer

ABSI; Metro Manila; On-site; PHP 400,000 - 650,000; Full time

Job summary

ABSI is seeking a Dual-Role IT Support Lead & Apple Product Trainer to facilitate end-user training on Apple devices and lead L1 helpdesk operations.

The role splits time between macOS/Apple ecosystem training and managing daily ticketing, SLA adherence, and incident resolution, with on-site work and nationwide travel.

Qualifications

• Experience in Apple training/facilitation combined with IT helpdesk lead or supervisory exposure.
• Advanced knowledge of MacBooks, macOS, iOS/iPadOS, and corporate IT software configurations.
• Strong presentation, communication, and interpersonal skills to educate users of varying technical abilities.
• Degree or diploma in IT, Computer Science, Communications, Education, or equivalent practical experience.
• Willingness to work on-site and travel nationwide for regional training or deployments.

Responsibilities

• Design and deliver engaging training sessions, onboarding modules, product demos, and guides for corporate users.
• Develop and maintain user guides, presentations, FAQs, and knowledge base articles.
• Oversee daily helpdesk operations when training is not scheduled, ensuring tickets are properly categorized and resolved within target SLAs.
• Provide first-level troubleshooting for macOS, Apple hardware, connectivity, and app issues, escalating complex cases to L2/L3 teams.
• Support Apple device onboarding, configuration, and app setups for new employees.
• Monitor team SLAs, first-contact resolution rates, and participant feedback to improve helpdesk and training performance.

Skills

Apple training

L1 helpdesk leadership

macOS/macOS

Apple hardware

communication & presentation

Education

Bachelor's degree in IT / CS / Communications / Education

Job description

We are looking for a Dual-Role IT Support Lead & Apple Product Trainer to facilitate end-user training on Apple products and lead Level 1 (L1) helpdesk operations. In this position, you will split your time between training users on macOS/Apple ecosystems and overseeing daily helpdesk ticketing, SLA compliance, and incident resolution.

Key Responsibilities

• Apple Product Training: Design and deliver engaging training sessions, onboarding modules, product demos, and Windows-to-Mac transition guides for corporate users.
• Training Material Creation: Develop and maintain user guides, presentations, FAQs, and knowledge base articles.
• L1 Helpdesk Leadership: Oversee daily helpdesk operations when training is not scheduled, ensuring tickets are properly categorized, assigned, and resolved within target SLAs.
• Technical Troubleshooting & Escalation: Provide first-level support for macOS, Apple hardware, connectivity (Wi-Fi/VPN), and app issues, while escalating complex cases to L2/L3 teams.
• Device Onboarding: Support Apple device initialization, configuration, and app setups for new employees.
• Reporting & Quality Management: Monitor team SLAs, first-contact resolution rates, and participant feedback to continuously improve helpdesk and training performance.

Qualifications

• Experience: Experience in Apple technical training/facilitation combined with IT helpdesk lead or supervisory exposure.
• Technical Expertise: Advanced knowledge of MacBooks, macOS, iOS/iPadOS, and corporate IT software configurations.
• Facilitation & Soft Skills: Strong presentation, communication, and interpersonal skills to educate users of varying technical abilities.
• Education: Degree or diploma in IT, Computer Science, Communications, Education, or equivalent practical experience.
• Mobility: Willingness to work on-site and travel nationwide for scheduled regional training or technical support deployments.