IT Support Engineer

Job Overview

This full-time onsite role based in Cork, Ireland, involves delivering technical support to Apple employees and contractors, aligning with Apple's high standards for customer service and professionalism.

Key Responsibilities

• Deliver in-person technical assistance to Apple staff and contractors.
• Maintain exceptional customer service, adhering strictly to Apple’s policies and standards.
• Identify and resolve technical problems following Apple’s procedures.
• Keep detailed records of issue diagnosis, troubleshooting processes, and solutions using a ticketing system.
• Take ownership of customer issues from initial report through to resolution, advocating on their behalf.
• Escalate complex or unresolved problems to higher-level support teams when necessary.

Required Qualifications and Experience

• Strong customer service abilities with a professional demeanor.
• Proficient problem-solving skills capable of diagnosing issues independently without relying on scripts.
• Basic conceptual knowledge of IP networking and ability to perform elementary network troubleshooting.
• Understanding of multi-layered and web-based information system architectures.
• Experience in hardware and software support for Apple products including Macs, iOS devices, Apple Watch, and Apple TV.
• Expertise in troubleshooting macOS and iOS environments.
• Familiarity with IT service management or CRM platforms to manage support tickets.
• Competence in using a knowledge base for technical assistance.

Mandatory Skills

• macOS Desktop Support

Experience

3 to 5 years of relevant experience in IT technical support roles.

Additional Information

Join Wipro, a progressive organization committed to continual reinvention. As a strategic digital transformation partner, Wipro empowers employees to redesign their career paths and skillsets, fostering a culture that embraces change and innovation.