Onsite Support Engineer-IS&T

Location: IS&T Support - 5 days a week on-site from Cork

• Provide technical support to Apple employees and contractors in person
• Provide high level of customer service and professionalism in accordance with Apple policies, practices, and expectations
• Diagnose and troubleshoot technical issues according to Apple 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

• 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 xcfaprz iOS operating systems
• Experience using an IT service management or CRM system for tracking technical support cases
• Experience using a knowledge base system
• Experience: 3-5 Years

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