IT Support SpecialistInfo Way Solutions • Cupertino, CA, United States

IT Support Specialist

Info Way Solutions • Cupertino, CA, United States

19 days ago

Job type

Full-time

Job description

IT Support Specialist

Cupertino, CA

Key Skills Required :

Customer Focus

Hardware Configuratiom / Distribution / Provisioning

iOS

Mac OS X

Scope :

Provide technical support to Our employees and contractors in person
Provide high level of customer service and professionalism in accordance with Our policies, practices, and expectations
Diagnose and troubleshoot technical issues according to Our expectations
Document issues, troubleshooting steps, and resolutions in ticketing system
Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
Escalate unresolved complex issues to appropriate support teams

KEY QUALIFICATIONS

Excellent customer service skills

Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation

Excellent English-language oral and written communication skills

Excellent time management and multi-tasking skills

Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment

Ability to maintain composure and customer-service focus in stressful situations

Motivation and ability to work as part of a distributed team

Conceptual understanding of IP networking and basic network troubleshooting skills

Conceptual understanding of multi-tiered and web-based information systems architecture

Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV

Experience troubleshooting macOS and iOS operating systems

Experience using an IT service management or CRM system for tracking technical support cases

Experience using a knowledge base system TRAINING Our expectations, policies and procedures will be provided by Our training instructors EXPECTATIONS The performance is to be kept within KPIs as defined by IS&T Support.

This includes but is not limited to standards surrounding :

Punctuality and attendance; no more than 2 occurrences per month on average

Customer satisfaction surveys (CSAT) 98% or higher

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It Support Specialist • Cupertino, CA, United States

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