EMEIA IS&T HelpLine Trainer

Cork, County Cork, Ireland
Corporate Functions


Posted: 25 Jul 2019
Weekly Hours: 39
Role Number: 200083949
Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have envisioned - and now can’t imagine living without. If you’re excited by the idea of making a real impact, and joining a team where we pride ourselves in being one of the most diverse and expansive companies in the world a career with Apple might be your dream job… Just be prepared to dream big. The high performing and dynamic Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple - how we take an order online, the experience with technology in our retail stores, how much network capacity we need around the world, and closing the books... IS&T does it all.

Key Qualifications

  • Deep understanding of Apple and IS&T Business needs
  • Expertise with current versions of macOS and iOS Advanced skills with Keynote, Numbers, and Pages
  • Proficient in creating storyboards/outlines for effective training content creation
  • Adept at providing feedback and conflict resolution
  • Extensive understanding of adult learning theory and pedagogy Advanced skills in adult learning assessment and trend analysis
  • Desire and ability to work as part of a team
  • Ability to organise and run new training plans and initiatives
  • Self-motivating with the ability to work independently and with little supervision
  • Excellent public speaking skills Effective delivery methodology for group and individual instruction
  • Mastery of content implementation targeting multiple learning intelligences
  • Extraordinary interpersonal communications and customer service skills
  • Excellent English-language oral and written communications skills
  • Strong time management and organisational skills, able to deliver multiple projects of varying lengths, while meeting quality standards and deadlines
  • Flexibility and adaptability to thrive in a fast-paced, highly-demanding, constantly changing environment
  • Ability to maintain composure and customer-service focus in highly stressful situations
  • Expertise with eLearning authoring tools, such as Adobe Captivate
  • Preferred Experience Skills:
  • Advanced understanding of the HelpLine career development cycle a plus
  • Demonstrated experience in a professional environment with much of your recent experience in technical training or instructional design capacity
  • Experience with graphic design and UX a plus
  • Experience in basic web development technologies: HTML, CSS a plus


The Infrastructure Services Technical Trainer is responsible for managing and facilitating multiple training initiatives and programs across the IS&T Infrastructure Services organisation. This role is key to the continued growth and success of employee on-boarding and development. You will actively participate in a global team of technical trainers that craft content supporting Apple IS&T Understands the entire lifecycle of training utilising the Kirkpatrick model of training evaluation Creates and maintains technical documentation utilised by IS&T and the Network Operations Center (NOC). You have an expert understanding of IS&T’s Incident, Event, and Problem Management processes Builds training materials designed for in-person and distance-learning, including web-based content and self-paced training Facilitates training courses and on-boarding processes for multiple departments of Infrastructure Services Responsibilities Facilitation of on-boarding training Facilitation of targeted training campaigns Mentorship of staff utilising fearless feedback and direct coaching techniques Knowledge of the HelpLine & NOC development lifecycle, from analysing training needs to creating content for delivery Creation of training materials designed for in-person and distance-learning, including web-based content, keynote, pages, and video guides. Facilitation of quality assurance programs Demonstration of flexibility in balancing the complex training and development needs of a global helpdesk and global operations environment Leverages online platforms and tools to collaborate and communicate effectively with team members based out of our local and global offices Maintains and develops external relations with multiple training organisations inside of Apple Creation of “Train the Trainer” documentation

Education & Experience

Bachelors in Instructional Design, Educational Technology, Information Systems or equivalent work experience

Additional Requirements

  • Work Hours: Variable but typically core office hours are Monday-Friday, 9:00 AM to 6:00 PM.
  • Weekend, holiday and on-call work required at times
  • Closing date 15th August 2019