IT Support Specialist (Apple Devices)

ABSI; Metro Manila; On-site; PHP 268,000 - 469,000; Full time

Job summary

ABSI is seeking an L1 Support & Helpdesk specialist to respond to technical inquiries via phone, email, chat, or walk-ins and to assist users with setup and onboarding across regional locations.

The role requires hands-on experience with Apple hardware, macOS, iOS, and network connectivity, plus a willingness to travel for regional deployment. English communication and customer service skills are essential.

Qualifications

• Experience: 1–3 years of hands-on experience in IT helpdesk, desktop support, or service desk operations.
• Technical Knowledge: Solid practical expertise in Apple hardware, macOS, iOS, and network connectivity (Wi‑Fi, VPN, email).
• Education: Degree, diploma, or technical training in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• Certification: Apple Device Support certification is a strong plus.
• Soft Skills: Excellent customer service skills with clear verbal and written English communication.
• Flexibility: Willingness to work on-site and travel for regional deployment support if needed.

Responsibilities

• L1 Support & Helpdesk: Receive, respond to, and log technical inquiries via phone, email, chat, or walk-ins.
• Apple Troubleshooting: Diagnose and resolve common issues related to macOS, hardware, Wi‑Fi/VPN connectivity, application configurations, and peripherals.
• Ticket Management: Record, track, and update all incidents in the ticketing tool, ensuring high SLA compliance and accuracy.
• Device Setup: Assist users with initial device setup, app installations, and basic configuration during onboarding.
• Escalation & Follow-Up: Timely escalate unresolved or complex issues to L2/L3 support teams or authorized service providers with clear diagnostic details.
• On-Site Assistance: Provide on-site technical support, device deployment, and troubleshooting as required across regional locations.

Skills

Apple hardware

macOS

iOS

Wi-Fi

VPN

English communication

Customer service

On-site travel

Education

Degree or diploma in Information Technology/Computer Science or related field

Job description

• L1 Support & Helpdesk: Receive, respond to, and log technical inquiries via phone, email, chat, or walk-ins.
• Apple Troubleshooting: Diagnose and resolve common issues related to macOS, hardware, Wi‑Fi/VPN connectivity, application configurations, and peripherals.
• Ticket Management: Record, track, and update all incidents in the ticketing tool, ensuring high SLA compliance and accuracy.
• Device Setup: Assist users with initial device setup, app installations, and basic configuration during onboarding.
• Escalation & Follow-Up: Timely escalate unresolved or complex issues to L2/L3 support teams or authorized service providers with clear diagnostic details.
• On-Site Assistance: Provide on-site technical support, device deployment, and troubleshooting as required across regional locations.

Role Qualifications

• Experience: 1–3 years of hands-on experience in IT helpdesk, desktop support, or service desk operations.
• Technical Knowledge: Solid practical expertise in Apple hardware, macOS, iOS, and network connectivity (Wi‑Fi, VPN, email).
• Education: Degree, diploma, or technical training in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• Certification: Apple Device Support certification is a strong plus.
• Soft Skills: Excellent customer service skills with clear verbal and written English communication.
• Flexibility: Willingness to work on-site and travel for regional deployment support if needed.