HelpLine Technical Support Analyst, Employee Experience & Productivity Apple

and TM - Providence Technology Group, Inc.; Elk Grove (CA); Hybrid; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

Quest Technology Management is seeking an IS&T Technician to provide technical support for Apple employees and contractors via phone, chat, email, and ticketing system. You will perform impact assessment and troubleshooting according to established procedures, while documenting problems, steps taken, and resolutions.

The role requires strong troubleshooting skills, a solid understanding of IP networking, and experience using IT service management or CRM systems to track issues and maintain

Qualifikationen

• 1 year of experience providing hardware and software technical support for Macs, iOS devices, Apple
• Strong troubleshooting and problem resolution skills
• Conceptual understanding of IP networking and basic network troubleshooting skills
• Experience using an IT service management or CRM system for tracking technical support cases
• Experience using a knowledge base system

Aufgaben

• Provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors
• Perform impact assessment and troubleshooting according to established procedures
• Document problems, troubleshooting steps, and resolutions
• Manage support cases and advocate for the caller by “owning” the issue
• Handle hierarchical and functional critical issues

Kenntnisse

Troubleshooting

Technical support

IP networking

Tools

ITSM system

CRM system

Knowledge base

Jobbeschreibung

Position Overview:

As an IS&T Technician, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You’ll perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions.

Key Responsibilities:

• Provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors…
• Perform impact assessment and troubleshooting according to established procedures…
• Document problems, troubleshooting steps, and resolutions…
• Manage support cases and advocate for the caller by “owning” the issue…
• Handle hierarchical and functional critical issues…

Qualifications:

• 1 year of experience providing hardware and software technical support for Macs, iOS devices, Apple…
• Strong troubleshooting and problem resolution skills…
• Conceptual understanding of IP networking and basic network troubleshooting skills…
• Experience using an IT service management or CRM system for tracking technical support cases…
• Experience using a knowledge base system…