Support Technician at iStore

Job Description

• At iStore Business, we don't just support technology — we enable businesses to perform at their best. We’re looking for a Support Technician who thrives on solving problems, delivering exceptional service, and keeping clients connected and productive.

What you’ll be doing

You’ll be the go-to expert for our business clients, ensuring their Apple ecosystems and supporting infrastructure run smoothly:

• Respond to inbound support tickets via phone, email, and remote tools
• Troubleshoot macOS, iOS, and iPadOS issues for end users
• Resolve hardware, software, and connectivity problems
• Support Microsoft 365 user issues — email, Teams, OneDrive, licensing
• Enrol, configure, and troubleshoot devices in Intune, Jamf, or Mosyle
• Support zero-touch and manual device deployments
• Push profiles, policies, and app deployments via MDM
• Assist with onboarding and offboarding of devices and users
• Provide clear, professional communication throughout every ticket
• Log all tickets accurately in the PSA/RMM tool and contribute to the knowledge base
• Escalate unresolved issues to senior consultants with clear documentation

What we’re looking for

Experience & Skills:

• 1–2 years in an IT support, helpdesk, or desktop technician role
• Solid working knowledge of macOS and iOS troubleshooting
• Familiarity with Microsoft 365 — Exchange, Teams, OneDrive, licensing
• Basic understanding of MDM concepts (Intune, Jamf, or Mosyle a plus)
• Experience with remote support tools (TeamViewer, Zoom, etc.)
• Understanding of networking fundamentals (DNS, DHCP, Wi-Fi)
• Organised approach to managing multiple open tickets simultaneously

Qualifications:

• Matric (essential)
• IT diploma, A+ certification, or equivalent practical experience
• CompTIA A+ / N+ (preferred)
• Apple or Microsoft certifications (advantageous)
• Apple Certified Support Professional (ACSP) — advantageous

What will set you apart

• Calm, patient, and clear communicator under pressure
• Genuine interest in Apple technology and the Apple ecosystem
• A client-first mindset with a sense of urgency
• Ability to manage multiple requests simultaneously without dropping the ball
• A proactive, self-starter attitude