Technical Support Engineer

London, Greater London, United Kingdom
Support and Service

Summary

Posted: 15 Oct 2018
Weekly Hours: 38
Role Number: 114400347
The Retail Technology team is seeking an individual who has a passion for providing fanatical customer service and support. The Technical Support Engineer is responsible for providing professional, accurate and timely technical support to Apple employees, vendors and partners related to interactive store technologies and corporate desktop systems and computing resources. This person will be responsible for identifying, troubleshooting, documenting, resolving, escalating and tracking corporate team and store employee issues.

Key Qualifications

  • 3 to 5 years experience in one or more of the following fields:
  • Customer Service/Support Environment
  • Information Technology/Help Desk
  • Desktop Support
  • Ability to bring a positive, courteous, and engaged attitude to all interactions by "owning" the customer experience
  • Strong understanding of Audio/Visual systems
  • Experience with support ticketing systems
  • Excellent communication skills (verbal and written) and time-management skills
  • Ability to communicate complex ideas to technical and non-technical persons
  • Ability to identify requirements and effectively categorize/prioritize issues
  • Exceptional attention to detail
  • Experience in UNIX/Macintosh platforms and server administration
  • Initiative to challenge processes & improve results
  • Comfortable providing support to all, including executive leadership
  • Fluent with Keynote, Numbers and Excel
  • Ability to travel internationally
  • Fluent in English

Description

Responsible for managing all support interactions globally with Retail Technology customers, including store employees, corporate desktop and server users, and application developers and users Provide local desktop support to all Retail corporate employees Escalate unresolved customer issues and recommend documented solutions and alternative procedures Accurately log all interactions via an internal tracking system and keep the customer informed as part of delivering the best support experience Identify problem trends and initiate action to resolve adverse trends Assist in writing and clarifying departmental procedures and provide guidance to other personnel Manage the ordering, distribution, and tracking of all computer equipment for corporate teams and offices Agility to adapt and support new technology systems and applications Ability to work with external vendors for system testing and quality assurance Working knowledge of networking technologies Basic knowledge of Agile development practices and rapid development cycles Provide urgent escalation support via on-call schedule Opportunities to travel domestically and internationally to provide field support when needed

Education & Experience

Educated to degree level or equivalent. Normally requires a BS in Computer Science or equivalent Program or Project Management certificate (PMP, PgMP, SAPM or other) a plu

Additional Requirements