Technical Support Consultant
3 months ago
iStore is the home of everything Apple, and Africa’s largest Apple Premium Reseller. With a retail footprint of more than 30 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple.
The iStore Technical Support Consultant are a combination of technically strong individuals with great people skills.
Your role would be to provide technical support to the iStore Business and Education customers, through trouble shooting, resolving technical issues and software support. You will also provide training and assistance to iStore customers when required as well as exceptional and professional quality support service.
**You need to have**:
- Completed Matric and IT qualification (minimum A+/N+)
- 2-3 years’ experience in Helpdesk/1st Line Support
- At least 2-3 years of experience in desk support and problem solving.
- Experience within a large multichannel company will be beneficial.
- Experience on working with ticketing systems
- MacOS Support Essentials would be an advantage
- Jamf 100 experience would be an advantage
**Requirements**:
Provide support to stakeholders while maintaining all Service Level Agreements (SLAs).
Respond timeously to all tickets logged.
Proactively identify and address issues.
Take responsibility and ownership of all assigned tickets.
Ensure tickets are correctly classified.
Ensure ticket priorities are correctly set.
Action all tickets professionally and in a timely manner until fully resolved.
Ensure all tickets statuses are updated timeously to avoid breach of SLA.
Provide escalation support when required.
Follow up frequently with stakeholders for all tickets placed on hold.
Work as a team ensuring all tickets are actioned accordingly as per KPA requirements.
Reduce all aged tickets for customers.
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