Since 1995, Red Oak Technologies has been a trusted partner in the tech industry, delivering innovative talent solutions that drive progress. We specialize in quickly acquiring and efficiently matching top-tier professional talent with clients in immediate need of highly skilled contract, permanent or project management based resources.
NOTE: If selected for this position, you are required to perform ALL work onsite, based on the client’s specified hybrid work schedule (currently onsite 3 days a week: Tuesday, Wednesday and Thursday).
Onsite Technical Support
Cork, Ireland
Required Skills:
1. Hardware Configuration/Distribution/Provisioning
2. iOS troubleshooting
3. Mac OS X troubleshooting
Scope:
1. Provide technical support to employees and contractors in person
2. Provide high level of customer service and professionalism in accordance with client policies, practices, and expectations
3. Diagnose and troubleshoot technical issues according to client expectations
4. Document issues, troubleshooting steps, and resolutions in ticketing system
5. Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
6. Escalate unresolved complex issues to appropriate support teams
KEY QUALIFICATIONS
1. Excellent customer service skills
2. Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
3. Excellent English-language oral and written communication skills
4. Excellent time management and multi-tasking skills
5. Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
6. Ability to maintain composure and customer-service focus in stressful situations
7. Motivation and ability to work as part of a distributed team
8. Conceptual understanding of IP networking and basic network troubleshooting skills
9. Conceptual understanding of multi-tiered and web-based information systems architecture
10. Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
11. Experience troubleshooting macOS and iOS operating systems
12. Experience using an IT service management or CRM system for tracking technical support cases
13. Experience using a knowledge base system
EXPECTATIONS
The performance is to be kept within KPIs. This includes but is not limited to standards surrounding:
1. Punctuality and attendance; no more than 2 occurrences per month on average
2. Customer satisfaction surveys (CSAT) 98% or higher
Red Oak Technologies is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. See what it’s like to be at the top; connect with one of our recruiters and apply today.
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