Job Description

Job Summary: The Service Desk Agent (iOS/Mac Focus) role requires a strong understanding of Apple technologies, excellent customer service skills, and the ability to diagnose and resolve technical problems efficiently. Responsibilities: * Provide First-Level Support: * Respond to user inquiries via phone, email, chat, or ticketing system in a timely and professional manner. * Log and track all support requests, ensuring accurate and detailed documentation. * Prioritize and manage support tickets based on severity and impact. * iOS Device Support: * Troubleshoot issues related to iOS devices, including setup, configuration, connectivity, and application issues. * Assist users with iOS updates, backups, and data recovery. * Support mobile device management (MDM) systems and policies. * Troubleshoot issues related to Apple ID, iCloud, and other Apple services. * macOS Support: * Troubleshoot hardware and software issues on macOS systems. * Assist with macOS installations, upgrades, and configuration. * Support common macOS applications, including productivity suites (e.g., Pages, Numbers, Keynote), email clients, and web browsers. * Troubleshoot network connectivity issues, including Wi-Fi and Ethernet. * Support peripheral devices such as printers, scanners, and external drives. * Software and Application Support: * Provide support for common applications used on iOS and macOS. * Assist with software installations, updates, and troubleshooting. * Troubleshoot compatibility issues between hardware and software. * Hardware Support: * Diagnose and resolve hardware issues related to iOS and macOS devices. * Coordinate hardware repairs or replacements with vendors as needed. * Assist with the setup and configuration of new hardware. * Knowledge Management: * Create and maintain knowledge base articles and documentation for common issues and solutions. * Stay up-to-date with the latest Apple technologies and best practices. * Contribute to the improvement of support processes and procedures. * Customer Service: * Provide excellent customer service and maintain a positive attitude. * Communicate technical information clearly and concisely to non-technical users. * Escalate complex issues to higher-level support teams as needed. * MDM Support: * Work with mobile device management systems, to enroll, configure, and troubleshoot Windows, iOS and macOS devices. * Enforce security policies, and deploy applications via MDM. Required Skills and Qualifications: * Proven experience in a service desk or technical support role. * Strong knowledge of Windows, macOS and iOS operating systems and hardware. * Familiarity with Windows and Apple applications and services. * Experience with mobile device management (MDM) systems (e.g., Jamf, Intune) is highly desirable. * Excellent troubleshooting and problem-solving skills. * Strong communication and customer service skills. * Ability to work independently and as part of a team. * Ability to prioritize and manage multiple tasks. * Certifications related to Apple technologies (e.g., Apple Certified Support Professional) are a plus. * Basic networking knowledge. * Ability to learn new technology quickly. Preferred Qualifications: * Bachelor's degree in Information Technology or a related field. * Experience with scripting or automation tools. * Experience supporting a diverse range of users. * ITIL framework knowledge.