Support Specialist

About the Role

We are looking for a customer-focused Support Specialist to provide exceptional IT support to employees and contractors.

You will be responsible for diagnosing, troubleshooting, and resolving issues relating to Apple devices, operating systems, and applications while delivering an outstanding customer experience.

Working in a fast-paced environment, you will take ownership of incidents from initial contact through to resolution, ensuring clear communication, accurate documentation, and effective collaboration with specialist support teams.

Key Responsibilities

• Provide in-person technical support to employees and contractors.
• Deliver a high standard of customer service and professionalism.
• Diagnose, troubleshoot, and resolve hardware, software, and operating system issues.
• Record incidents, troubleshooting activities, and resolutions within the IT service management (ITSM) system.
• Take ownership of support requests from initial contact through to successful resolution.
• Escalate complex or unresolved issues to the appropriate technical teams.
• Work collaboratively with internal teams to ensure timely issue resolution.
• Maintain accurate documentation and adhere to established support processes.

Essential Skills & Experience

• Excellent customer service and interpersonal skills.
• Strong analytical and troubleshooting abilities with the capability to identify root causes without relying on scripted documentation.
• Excellent verbal and written communication skills in English.
• Strong organisational, time management, and multitasking skills.
• Ability to remain calm and customer-focused under pressure.
• Flexible and adaptable within a fast-changing technical environment.
• Experience working effectively within a collaborative team.
• Understanding of IP Networking fundamentals and basic network troubleshooting.
• Hands-on experience supporting Apple hardware.
• Experience troubleshooting macOS, iOS, and Apple applications.
• Experience using an IT Service Management (ITSM) platform such as ServiceNow.