Apple Service Technician

Spencer Technologies - Medway, MA 02053

Summary – Apple Service Technician

The Apple Service Technician will provide frontline customer support, including Apple hardware and software troubleshooting, diagnosis and repair. Collaborate with our engineering and support teams in the design, support and implementation of Apple related A/V and IT solutions, and assist in the creation of knowledge base articles/documentation.

Role and Responsibilities – Primary

  • Troubleshoot and repair Apple hardware and software issues – (Macbook, iMac, & iOS devices)
  • Maintain accurate and detailed data entry and record keeping for all work being processed
  • Provide frontline customer support, including hardware and software troubleshooting and diagnosis.
  • Work with our internal teams and our clients to support audio & video solutions, digital signage, interactive kiosks inclusive of Apple devices
  • Assist the estimation team, sales team, help desk, project management and field management personnel with Apple technology.
  • Work with manufacturers and other industry experts to stay current on technology trends to provide clients and Spencer thought leadership.
  • Assist with troubleshooting remotely and/or site on related technologies in the field.
  • Deliver a culture around Customer Satisfaction that meets the company’s expectations
  • Deliver on Apple Service Metrics – (PSP, CSAT, ACSE)
  • Juggle customer and product issues with a genuine sense of urgency.
  • Communicate effectively with customers in terms that they will understand
  • Provide timely resolution to reported problems
  • Ensure end to end customer experience providing a single point of contact
  • Work with manufacturers and other industry experts to stay current on technology trends to provide clients and Spencer thought leadership.
  • Provide technical expertise involved in the integration and operation of A/V and IT equipment.

Qualifications and Education Requirements

  • Associates Degree with 1+ year of IT experience, or 3+ years IT experience in lieu of degree
  • Proficient ability to communicate effectively with others using written and spoken English including the ability to provide clear, constructive feedback to team members
  • Working ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization
  • Working ability to work under demanding time constraints and production goals
  • Possess working analytical, problem solving and decision-making skills
  • Proficient customer service skills
  • In depth knowledge of Mac-based/Windows-based business computers and Microsoft Office programs
  • Working ability to model consistently Spencer Technologies commitment to a respectful, diverse, inclusive, and collaborative work environment
  • Consistently demonstrates a commitment to Spencer Technologies policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
  • Ability to lift and/or move boxes, totes, and other objects weighing up to 50 lbs., horizontally, and from ground level to a minimum height of 4 feet.
  • Certified or the ability to become certified with minimal training in: Apple Certified Macintosh Technician (ACMT), Apple Certified iOS Technician (ACIT)
  • Experience with MDM/EMM solutions and Apple DEP/ABM
  • Working ability and willingness to learn new products and services in a timely manner
  • Other Duties as assigned
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