Support VIP - MAC/IOS - Contract - Outside IR35 - Aberdeen - Oil & Gas

Job type:
Start date:
6 months rolling
Published at:
flag_no United Kingdom
Project ID:

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Cloudstream Global are looking for experienced VIP User support with good knowledge and hands on experience on Mac OS and Apple Handheld devices.

Purpose of the role: Receiving, prioritizing, documenting, and actively resolving requests from customer VIP/staff/clients in a timely manner. Moreover, a large proportion of this job require to attend and resolve VIP clients on field and over telephone working in a busy (sometimes high-pressure) environment.

Additional Contract information:

  • Location: Remote/Aberdeen/London
  • Pay rate: Open for discussion
  • Duration of contract: 6 months rolling
  • Outside IR35

Key Responsibilities:

  • Manage effectively the resolution of support issues that are reported to customer in an efficient manner
  • Act as a technical authority, providing expertise to both team members and requesters
  • Ensure that customer call resolution surpasses customer's expectations
  • Communicate clearly to all stakeholders

Typical work activities include:

  • Logging incoming customer communication, taking ownership of, and working on support queries
  • Keep customers informed in a professional manner ensuring accuracy of detail
  • Troubleshooting problems and providing advice on the appropriate action
  • Accurately record time activity in line with procedures
  • Accurately record all customer communications using the appropriate Service Desk software
  • Installing, supporting and providing routine maintenance to hardware and software
  • Analyzing and resolving faults ranging from a major system crash to a forgotten password
  • Ensure that documentation and job notes are kept up-to-date and accurate
  • Other duties as and when required by the management.

Technical skills required:

  • Previous experience in IT support - at least 3 years in IT support role.
  • Ability to produce clear, concise and accurate documentation and job notes.
  • Windows 7, Win 10, Apple Mac OS to advanced level
  • Office , O365 features to advanced level.
  • Good understanding of AV technologies and experience of their administration, including MS Teams, Webex, Ploycom
  • Strong understanding and working knowledge of Messaging services, and other mobile apps
  • Good understanding of AV technologies and experience of their administration.
  • Strong understanding of backups and restoration methods.
  • The ability to articulate at a technical level appropriate to the circumstances - eg for clients with varying levels of IT knowledge & competence.

If you feel this is of interest to you and would like to hear more, apply now for immediate review!