Franklin Wyk
@franklinwyk
IT support technician at iStore supporting Apple devices and resolving hardware and software issues for customers.
NamibiaWhat I'm looking for
At iStore, I provide hands-on support for iPhones, iPads, Macs, and accessories, troubleshooting hardware and software issues and guiding customers toward clear solutions.
At Incredible Connection, I assessed laptop, smartphone, and tablet faults, provided on-site support, and delivered data recovery services. I also managed repair bookings and kept customers informed throughout the repair process.
At Paratus Telecommunications, I provided first-line phone and remote support to more than 50 customers daily, documenting and escalating complex faults. I’m seeking a remote helpdesk or technical support role and am open to flexible schedules, including UK and US time zones.
Experience
Work history, roles, and key accomplishments
Apple iOS Technician & Customer Service
iStore (Apple Premium Reseller)
Jan 2026 - Present (9 months)
Provide hands-on technical support for iPhones, iPads, Macs, and accessories, diagnosing software and hardware issues and guiding customers to clear solutions. Manage repair bookings and service cases, liaising with internal teams and service providers for accurate processing and follow-up.
IT Technician & Retail Sales Advisor
Incredible Connection (Pepkor Lifestyle)
Apr 2025 - Jan 2026 (9 months)
Advise customers on consumer electronics purchases, matching products to individual needs and budgets to drive conversion. Conduct technical assessments to diagnose laptop, smartphone, and tablet faults, recommending repairs or replacements with clear next steps.
Sales Team Leader
Paratus Telecommunications
Feb 2020 - Nov 2022 (2 years 9 months)
Led a retail sales team selling fibre, LTE, and broadband solutions, consistently meeting monthly targets. Coached team members on product knowledge, objection handling, and consultative sales techniques, improving overall team close rates.
Level 1 Helpdesk Agent
Paratus Telecommunications
Sep 2018 - Feb 2020 (1 year 5 months)
Delivered first-line support to 50+ customers daily via phone and remote assistance, resolving connectivity, hardware, and software issues with a high first-call resolution rate. Educated customers on product features and self-service troubleshooting, reducing repeat call volume.
Operations Manager
Khomas Bowling
May 2014 - Sep 2016 (2 years 4 months)
Managed all daily operations including POS system administration, supplier coordination, and staff oversight in a customer-facing retail and entertainment environment. Handled customer complaints and technical system issues, maintaining a high standard of service delivery.
Education
Degrees, certifications, and relevant coursework
Adonai College
Diploma, Information Technology
Diploma in Information Technology from Adonai College, Windhoek, completed in 2017.
Monitronic Success College
Diploma, PC Repair & Engineering
Diploma in PC Repair & Engineering from Monitronic Success College, completed in 2012.
Eldorado Secondary School
NSSCO (Grade 12), General
NSSCO (Grade 12) from Eldorado Secondary School, completed in 2008.
Availability
Location
NamibiaAuthorized to work in
Salary expectations
Social media
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