Technical Support Engineer, Platform Support (Spanish)
Cork, County Cork, Ireland
Support and Service
Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have imagined — and now can’t imagine living without. Are you excited by the idea of making a real impact? If so, a career with Apple might be your dream job... Just be prepared to dream big. Apple has been operating in Cork since 1980. We have grown to over 5000 employees, serving our customers through a wide range of critical business functions, which are key to Apple’s continued success. Teamwork is important at Apple, and every single day you will connect with and be supported by your peers and colleagues at one of the most diverse and inclusive companies in the world. As an individual, you will have responsibility for contributing to our continued success and be a key player within your job function. We support and promote career development throughout the organization, offering an exciting career with many opportunities to enable you perfect your existing skills - and acquire new ones As a Technical Support Engineer you will be working in the AppleCare Enterprise Services (ACES) Technical Support group as a senior technical contact providing advanced technical assistance via e-mail and occasional on-site visits to ACES Enterprise customers deploying solutions based on Apple products. This position is onsite in Lavitt’s Quay Cork, Ireland.
- You have ability to collect information and solve complex problems
- You have experience with integrating, supporting and troubleshooting Apple products in complex environments
- You also have experience supporting and troubleshooting Microsoft and UNIX operating systems and directory services
- Experience using client and device management tools such as Mobile Device Management software
- Knowledge of UNIX command-line, scripting, backup/restore operations, network storage troubleshooting a plus
- Excellent Enterprise level customer-facing interface skills and written and verbal interpersonal skills and experience
- Willingness to work with team members asking and answering inquiries
- Normally requires previous senior-level department server administration experience
- Fluency in English and Spanish languages
Provides solutions to technical problems for system administrators deploying, managing, and integrating Apple products with third party products and server platforms, or networks. Assists in the creation and maintenance of technical resource documents and other operational duties within the department. - Works with customers to address post-sales technical customer support issues. Builds and tracks technical escalations retaining customer issue ownership in order to provide timely follow up with customer as required. Researches order and repair status for customers and reviews warranty claims. - Works with many cross functional groups including Apple Sales, Product Engineering, Product Marketing, and service groups within Apple, to champion and resolve customer issues. - Responsible for effectively positioning Apple's support products and technical solutions and follows established procedures. The ideal candidate will have maintained above average attendance and phone metrics in the most recently held support position. He or She will be a strong advocate for customer happiness. Have excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and aptitude. Proven experience with Mac OS X Server, iOS, Windows, or Unix, administration is desired. General responsibilities include, but are not limited to, the following: - Strong self-motivation - Research, investigate and deliver high quality responses to technical enquires - Maintains an ongoing expert knowledge of diverse technologies - Flexibility to tackle additional roles and assignments they develop - Troubleshooting OS X, OS X Server, Airport, iApps, OS X Server, RAID, Xsan, and iOS devices - Arrange repairs for multiple product types - Maintain knowledge of special contracts and procedures for high volume schools
Education & Experience
Normally requires a BA/BS degree plus 1-2 years of experience in a customer service/support environment, or equivalent experience.