全职 Technical Support Specialist 工作, 薪水, ETeam 公司招聘中 - Ricebowl

Job Description – Helpline Analyst (Mac & iOS Support)

Role Summary

A growing technology organization is seeking a motivated Helpline Analyst to provide frontline technical support for Mac and iOS users. This is an excellent entry-level opportunity for candidates who are passionate about Apple products, customer support, and IT troubleshooting.

The ideal candidate may be:

• A recent graduate
• A candidate with 0–2 years of helpdesk or customer support experience
• Someone with hands-on Mac/iOS exposure through internships, projects, boot camps, or personal use

Strong communication skills, a customer-first mindset, and eagerness to learn are essential for success in this role.

Key Responsibilities

Technical Support

• Provide first-line technical support via:
• Phone
• Email
• Chat
• Troubleshoot basic:
• macOS issues
• iOS device issues
• Hardware & software problems
• Connectivity issues

Incident & Ticket Management

• Log, update, and track incidents using ticketing systems such as:
• ServiceNow
• Escalate unresolved issues to Tier 2 or relevant support teams
• Follow support workflows, SLAs, and escalation procedures

Customer Service & Communication

• Deliver professional and customer-focused support
• Communicate technical issues clearly to end users
• Document troubleshooting steps and solutions accurately

Learning & Collaboration

• Work closely with senior support engineers and team members
• Learn IT support best practices and troubleshooting techniques
• Continuously improve technical and customer support skills

Required Qualifications

• 0–2 years of experience in:
• Technical Support
• Helpdesk Support
• Customer Service
• IT Support roles
• Basic troubleshooting knowledge of:
• macOS
• iOS devices
• Strong verbal and written communication skills
• Good time management and organizational abilities
• Strong willingness to learn and grow in IT support
• Comfortable working in a fast-paced support environment
• Ability to work onsite 5 days a week

Preferred Qualifications

• Bachelor’s degree in:
• Computer Science
• Information Technology
• Related field
• Technical boot camp or support certification program
• Apple Certified Support Professional certification
• CompTIA A+ certification
• Cisco CCNA certification
• Familiarity with ITIL concepts:
• Incident Management
• Problem Management
• Change Management
• Experience with ServiceNow or other ticketing systems

Key Skills

• macOS Troubleshooting
• iOS Support
• Helpdesk Support
• Technical Support
• ServiceNow / Ticketing Systems
• Customer Service
• Incident Management
• Problem Solving
• Communication Skills