Info Way Solutions
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
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