GemPool is an IT specialist recruitment agency, our client is a leading provider of comprehensive resourcing solutions across the IT sector. Their customer is a multinational technology company and a global leader in consumer electronics, software, and digital services. We are looking for multiple Technical Support Engineers to join on a long-term contract starting January 2025.
Responsibilities Handling call escalations from Tier 1 to Tier 2 Provide Apple technical support through phone, email and chat Document calls, logging problems and solutions Manage the team’s incidents queue and action all incidents within the given SLA Work as part of an EMEIA team that actions incidents remotely at all client sites across the region
Requirements
2+ years experience working in technical support
macOS/iOS troubleshooting experience, ideally 1+ years of experience
Technical support experience using a ticketing system
Strong English-language oral and written communication skills
Excellent time management and organisational skills
Desire and ability to work as part of a team; and, be able to deliver constructive feedback
Self-motivating with the ability to work independently and with little supervision
Keen interest in modern technology, ideally Apple products
Preferred Skills/Qualifications
Apple Certified Support Professional or other Apple Certs
Cisco CCNA certification
CompTIA A+ certification
Knowledge of ITIL standard methodologies such as the difference between Incident, Problem, and Change
ServiceNow ticketing system
If you'd like to find out more information on this role or IT contracting contact cathal.mcaliskey@gempool.ie
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