Technical Support Engineer

London, Greater London, United Kingdom
Support and Service


Posted: 21 Feb 2019
Weekly Hours: 38
Role Number: 114400347
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We believe the people here at Apple don’t just build products - they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Do you love being challenged and solving technical problems, and want to help others to get their technology working? The Retail Technology team is seeking an individual who has a real 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, raising and tracking corporate team and store employee issues.

Key Qualifications

  • You have experience in a Customer Service/Support Environment, Information Technology/Help Desk and Desktop Support
  • You have a solid ability to bring a positive, courteous, and engaged attitude to all interactions by "owning" the customer experience and you are comfortable providing support to all, including executive leadership
  • You should have a strong understanding of Audio/Visual systems
  • You have experience with support ticketing systems and you can use your initiative to challenge processes & improve results
  • You have excellent communication skills (verbal and written), time-management skills and attention to detail
  • Your ability to communicate complex ideas to technical and non-technical persons and ability to identify requirements and effectively categorize/prioritize issues
  • You are experienced in using UNIX/Macintosh platforms and server administration
  • Expert with Keynote, Numbers and Excel


- 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 Retail corporate employees - Raise 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 plus

Additional Requirements

  • Ability to travel internationally
  • Fluent in English
  • *******
  • We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.