Apple Desktop Technician


Encore Technologies

Apple Desktop Technician Cincinnnati, OH

Apple Desktop Technician

Job Description: The Desktop Technician I role is focused on providing Tier 1 and 2 customer focused macOS & iOS support to clients across numerous verticals including small, medium and enterprise clients. Above all, this role requires the highest level of customer service as well as professional spoken and written communication skills. Candidates should have a working knowledge of macOS and iOS as well as experience identifying, isolating and troubleshooting technical issues with Apple devices. The qualified candidate successfully integrates with customer organizations to provide both proactive & reactive solutions and support according to Service Level Objectives (SLO’s) while maintaining a high level of customer satisfaction.

Core Responsibilities:
• Remotely troubleshoot, diagnose and resolve customer reported iOS, macOS, tvOS and iPadOS device issues
• Manage the ticket queue and provide written and verbal customer communication within stated Service Level Objectives to troubleshoot and resolve issues
• Collaborate with senior technicians and engineers for issue resolution or escalation
• Learn and effectively utilize multiple information systems in the troubleshooting and issue resolution process
• Foster positive relationships with customers by maintaining a customer-first mentality and adhering to Apple and Encore best practices
• Adhere to quality standards and guidelines set by company to represent the company in a professional and ethical manner

Additional Tasks:
• On-site client support as needed to support the team
• Client knowledge review and updates
• Internal systems monitoring and support

Required Skills:
• Excellent written and verbal communication skills
• Excellent customer interaction skills
• Excellent organizational and multitasking skills
• Can communicate technical concepts clearly to customer’s level of understanding
• Ability to resolve the complex technical problems efficiently and creatively
• Represent the company in a professional and ethical manner in every customer interaction

Desired Qualifications:
• Apple Device Support training and Apple Certified Support Professional badge
• 1-3 Years of direct customer support experience
• 1-3 years of experience supporting iOS, macOS, tvOS and iPadOS based solutions
• Jamf 100 certification or higher
• Experience with a variety of technologies and business environments
• Knowledge of mobile device management (MDM) tools and concepts

Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Tagged as: Apple Desktop Technician