Information Technology Operations Specialist

Job Summary

We are looking for a versatile and hands-on IT & Service Operations Specialist to support and manage both the technical repair work and IT infrastructure of our Apple Authorized Service Centers. The ideal candidate has solid experience with Apple products and repair processes, is proficient in Apple GSX services, and has the IT knowledge required to manage internal systems, office equipment, and service software platforms like Fixably.

Key Responsibilities:

1. Apple Device Repairs & Service Operations:

• Perform diagnostics and repairs on Apple devices (iPhones, iPads, MacBooks, etc.) in compliance with Apple's standards.
• Use Fixably and Apple GSX to log, process, and close service cases.
• Manage daily repair workflows using Fixably or similar repair management systems.
• Ensure proper documentation, tracking, and quality assurance for all service jobs.
• Communicate with customers on repair status and service expectations.

2. IT Systems & Infrastructure Management:

• Administer and maintain Fixably as a platform in alignment with the global IT team.
• Administer and maintain internal networks (IP, Wi-Fi, DNS), office email systems, printers, and other devices.
• Support the setup and smooth operation of macOS-based workstations and service tools.
• Oversee the configuration and integration of Fixably or similar tools into the service workflow.
• Liaise with external vendors for system upgrades, troubleshooting, or procurement.
• Perform basic website or portal updates using HTML/CSS when needed.

3. General Support & Collaboration:

• Train or support service team members in the use of internal systems and Apple platforms.
• Work closely with the service management team to ensure seamless operations.
• Contribute to compliance with Apple's AASP requirements and internal process standards.
• Work closely with Apple and Fixably in order to manage the system efficiently.

Preferred Candidate Profile:

We are looking for a proactive, solution-oriented professional who thrives in a hands-on environment and takes ownership of both operational and technical responsibilities. The ideal candidate has prior experience working in an Apple Authorized Service Provider (AASP) setting or a premium electronics service environment. Familiarity with Apple's service standards, attention to detail, and a commitment to delivering high-quality repairs are essential. A strong sense of responsibility, the ability to multitask across IT support and service operations, and clear communication skills will set the candidate apart.

Required Qualifications:

Education and Experience:

• Diploma or Bachelor's degree in Information Technology, Computer Science, Electronics, or a related field (or equivalent practical experience).
• 3+ years of hands-on experience in Apple product repairs; Apple Certified Mac Technician (ACMT) or Apple Certified iOS Technician (ACiT) certification is a strong plus.
• Proven experience with Apple GSX systems in a professional service environment.
• Experience in managing service operations software such as Fixably, ServiceDesk, Zendesk, or similar platforms.
• Solid background in IT support, including network configuration, endpoint management, and office IT troubleshooting.
• Exposure to basic front-end technologies (HTML/CSS) is advantageous.
• Prior experience in an Apple Authorized Service Provider (AASP) or high-end electronics repair center is preferred.

Skills and Competencies:

• Hands-on experience repairing Apple products; Apple certification is a strong advantage.
• Proven ability to use and manage Apple GSX tools.
• Familiarity with Fixably or similar service management software.
• Good understanding of IT infrastructure, including IP networking, Wi-Fi, DNS, and office systems.
• Working knowledge of macOS and basic troubleshooting of endpoints.
• Basic familiarity with HTML and CSS.
• Strong organizational and communication skills.
• Ability to manage multiple responsibilities across IT and service domains.
• Self-motivated, reliable, and comfortable in a dynamic, process-driven environment.