Certified Technician

Job Title

Certified Technician

Job Scope

The Certified Technician is accountable for troubleshooting, testing and repairing technical issues pertaining to all Apple products (Mac, iOS, Accessories, Beats, Watch) while managing spare parts, supporting new launches and training customers/employees as needed.

Main Duties and Responsibilities

• Provide hands-on advice and technical support and ensure that customers get swift resolutions to technical problems of every kind
• Perform diagnostic tests on all Apple products to identify, evaluate and isolate problems
• Analyze, troubleshoot and repair technical issues in accordance with Apple system and guidelines
• Assess system configuration and software updates so that hardware resources can be used effectively
• Manage efficiently the allocated repair jobs and preparation of refurbished iPhones and other Apple products keeping job tickets updated and notifying clients on job progress
• Process walk in jobs on site or return to Apple when necessary
• Handle large volume or multiple small volume retailer accounts
• Manage Apple spare parts and inventory while testing, sorting and organizing salvaged parts and devices
• Support the launch of new applications, services and tools
• Maintain cleaned and organized workstations, equipment and tools
• Maintain a proper documentation of repair issues and resolutions
• Train clients on Apple software and hardware if necessary
• Support the Customer Service Representatives on technical issues and technical feedback to customers
• Handle customers, if required, during shortage of reception staff or high volume of walk-in customers
• Prepare and submit periodic reports to management
• Stay updated on all Apple’s articles for troubleshooting, operational procedures and service news

Position Requirements

Education

High School Diploma

Experience

At least 2 years of relevant experience

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