Rab Shirley is a Systems Administrator at Tech Help Direct who has over 10 years of experience in the Apple support network. Rab’s ICT journey started off with Apple as a Technical Specialist and he quickly worked his way upwards to a Senior Genius position and ACMT certification.

During his time with Apple, Rab has finely tuned his triage and repair skills to the highest standard across iOS, MacOS and Macintosh hardware from 2008-present, while also pioneering a program to ensure this high level of service quality is consistent throughout the team. Rab’s excellent knowledge of the Apple ecosystem allows him to efficiently find the best solutions quickly.

The Systems Administrator is Tech Help Direct’s level 2 support who provides advanced technical support to clients, resolving complex issues related to their servers, networks, and cloud systems. They ensure clients’ systems are optimised for performance, security, and reliability through the experience that they have attained over at least 7 years of tenure in the industry. This role involves performing system updates, patches, and configurations to keep client environments up to date. They collaborate with Level 1 support to escalate and resolve client issues efficiently and conduct root cause analysis to implement preventive measures. Additionally, they assist clients with network administration and help develop IT policies and procedures to ensure compliance with industry standards.