Technical Support Specialist - Apple Support

We are looking for a Technical Support Specialist - Apple Support to join our team here at Service Express.

The Technical Support Specialist will play a key role in providing technical assistance and support to end-users within Service Express, providing first class customer service to our employees. Your primary responsibility will be to diagnose and resolve 1st and 2nd line software and hardware technical support issues relating to Apple products (MacBook, iPhones etc). You will also be responsible for ensuring the smooth operation of our computer systems and access (including Windows devices). 

What you'll do:

Dimensions 

• Management of IT incidents, changes and requests 
• Control of Asset Management records 
• Assist in providing audit information for Compliance Audits for PCI, SOC, ISO etc 
• Maintain performance within SLA for all IT Service Desk tickets 
• Maintain user endpoint and application compliance within processes and standards 

Key result areas 

• Provide technical 1st and 2nd line support to Service Express employees via phone, video call or in person via ticketing system. 
• Provide VIP service to the Service Express Executive Team in line with their Apple product issues and requirements. 
• Support of all internal personal computer software, hardware & mobile phones. 
• Perform hardware and software installation, configuration, fault diagnosis and remediation at Service Express office locations. 
• Plan and undertake companywide hardware roll outs and management, including build of new personal hardware (MacBooks, Windows PCs, Mobile Phones etc). 
• Comply with procedures for security and the asset management system for all hardware and software. 
• Proficiency in all Incident, Request and Change Management process workflows, utilising the standard corporate systems & processes for delivering services. 
• Ensure the implementation of best practice and compliance with internal procedures, routines and protocol including security, safety and regulatory. 
• Assist in the collection of data for Compliance activities & Audits. 
• Understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with GDPR. 
• Participate in project activities as required. 
• Participate in on-call rotation. 

What we're looking for:

• Proven experience in supporting Apple products in a corporate setting, including direct support for executives.  
• Apple certifications preferred, e.g. Apple Device Support, Apple Deployment and Management, Apple Business Essentials 
• Experience managing and supporting endpoints, including Apple products, via MDMs. Microsoft Intune preferred. 
• Possesses a positive mindset with sound problem-solving skills and a drive to understand the root cause. 
• Demonstrates a customer-centric approach. 
• Confident in building relationships through positive communication in person, over the phone, and via video calls with internal customers & peers. 
• Takes ownership of work, demonstrating curiosity and initiative. 
• Proactively shares knowledge within the team, providing support and creating a great place to work. 
• Strong organisational, time management and administrative skills. 
• Knowledge and experience of Microsoft operating systems, driven to develop troubleshooting capabilities.   
• Good knowledge and experience of personal hardware configuration and fault finding. 
• Advantageous to have knowledge of Active Directory, Microsoft Intune, Group Policy, DHCP, DNS, TCP/IP configuration, and troubleshooting. 
• Familiarity with Backup software and VMWare is a plus. 
• Understanding of Desktop system security. 
• Ability to produce technical documents and procedures. 
• Flexible to work unsociable hours by exception (e.g. during major incidents). 
• A commitment to continuous learning and self-development, obtained or keen to work towards relevant industry certifications and demonstrable skills e.g. Microsoft 365 Endpoint Administrator or equivalent. 
• A good understanding of ITIL Foundation level framework preferred. 

What we offer you:

• Salary range $50-70k depending on experience
• Hours are 8:00am - 5pm Monday-Friday
• On-site role with an on-call rotation
• You'll be issued with a Mac computer and iPhone
• Workplace flexibility that empowers you
• Comprehensive training program – we hire the will and train the skill!
• Access to best-in-class support teams
• Opportunities for personal growth & career advancement
• Paid volunteer hours & your birthday off
• Multiple health insurance offerings starting on day one
• 50% health club membership reimbursement
• 401k match to help you plan for the future

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