We are seeking an accomplished Support Engineer with deep expertise in all Apple products to provide premium technical support to our CXO-level users. The ideal candidate will possess excellent communication skills, an understanding of executive stakeholder needs, and the ability to resolve complex issues promptly and discreetly. This role requires a proactive, service-oriented professional who can ensure seamless technology experiences for our leadership team.
Key Responsibilities
- Deliver high-quality, personalized technical support for Apple devices (MacBook, iMac, iPad, iPhone, Apple Watch, Apple TV, etc.) to CXO users.
- Diagnose, troubleshoot, and resolve hardware, software, network, and application issues across all Apple platforms.
- Provide guidance and training on Apple product features, best practices, and security protocols tailored to executive users.
- Manage device setup, configuration, migration, and upgrades, ensuring minimal disruption to executive schedules.
- Coordinate with internal IT teams and external vendors for swift resolution of escalated issues.
- Maintain confidentiality and discretion while handling sensitive executive information and requests.
- Document support activities, solutions provided and maintain accurate records for future reference.
- Stay updated on the latest Apple product releases, software updates, and emerging technologies relevant to executive usage.
- Assist with the integration of Apple devices into secure corporate environments, including MDM (Mobile Device Management) and enterprise security standards.
- Should also have knowledge of Microsoft windows and associated products to support users with Microsoft devices/products
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Minimum 5 years experience supporting Apple and Microsoft products in a corporate environment, with a focus on senior leadership users.
- Expert-level knowledge of Apple hardware, macOS, iOS/iPadOS, and Apple ecosystem services (iCloud, Apple ID, Continuity, etc.) and also on Microsoft products
- Outstanding troubleshooting skills for both hardware and software issues.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong customer service orientation and ability to work under pressure and tight timelines.
- Experience with enterprise tools such as JAMF, Apple Business Manager, and MDM solutions is highly desirable.
- Professional certifications (ACSP, ACTC, or equivalent) are an advantage.
- Ability to maintain discretion and confidentiality at all times.
Personal Attributes
- Polished, professional demeanor suitable for executive interaction.
- Proactive, resourceful, and solution-oriented approach.
- High degree of integrity and reliability.
- Flexible with working hours and availability to support urgent executive requests.
