Level 2 Apple Mac and Windows Support Specialist

As a fast-growing and dynamic Technology Outsourcing firm, Allied Worldwide strives to constantly identify, attract, and secure the best skills, and most talented people available in the Technology space.

We now have an exciting opportunity for an experienced LEVEL 2 APPLE MAC AND WINDOWS SUPPORT SPECIALIST WITH FLUENT ENGLISH AND FRENCH to work on one of our prestigious clients' sites, located in Paris. Our client is an internationally renowned luxury fashion house with a fast-moving, creative, and dynamic environment.

This role requires a high level of technical incident resolution ability on Apple Mac and Windows operating systems, hardware, software and mobile devices. You will work with local customers to solve their technical issues remotely and in person.

KEY RESPONSIBILITIES:

- Provide 2nd Line support services to end users primarily in Apple Mac and Windows environment
- Ensure that client satisfaction is maintained at a high level, and adhere to any time frames and service level agreements agreed by means of interacting with the business to ascertain their needs and expectations
- Manage incidents using the call management software, ensuring all incidents are updated and resolved within agreed SLA, escalating to the Global Front Office Manager where necessary
- Ensure that the end user is updated regularly on the status of their call and estimated completion dates
- Assist in the development and maintenance of manuals, procedures and other documentation required for the effective operation of the business where necessary
- Provide Executive and VIP support for Apple products on an ad-hoc basis
- Remote management and deployment of client software packages

BEHAVIOURAL SKILLS REQUIRED:

- Exceptional customer-facing and interpersonal skills
- Independent and pro-active thinking
- Relationship building both within the team and across relevant departments
- Personal resilience and the ability to complete projects to tight timescales
- Good time management and prioritisation practices
- Flexibility in relation to work schedules
- Excellent written and verbal communication skills

TECHNICAL SKILLS REQUIRED:

- Solid understanding of Windows 7 and MAC OSX up to 10.8 as well as building, configuring and troubleshooting Apple Macintosh and PC hardware components
- Sound knowledge of Adobe Creative Suite (CS3-CS5) and MS Office 2010 suite
- Working knowledge of network protocols, Exchange 2010 and Active Directory
- Experience setting up Apple devices in a corporate setting (iPhone/iPad/iPod)
- Knowledge of call-logging systems (Hornbill Supportworks highly desirable)

EXPERIENCE & QUALIFICATIONS:

- FLUENT ENGLISH AND FRENCH, both verbal and written
- 3+ years in a technical support role, preferably face to face and telephone within a corporate IT support team.
- 3+ years with Apple products, preferably Apple Certified Support Professional/Mac Genius certified or equivalent experience
- Working with SLAs and incident management systems, ideally with ITIL methodology

We are seeking candidates who are success-driven. Our client has a creative working atmosphere where talented and hard-working team members are supported in their efforts to develop their careers.