Enterprise Services Technical Support Engineer
Singapore, Singapore, Singapore
Support and Service
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. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires 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. We're seeking a Technical Support Engineer to work in the AppleCare Enterprise Services group providing advanced technical assistance via telephone, e-mail, and remote support tools to ACES Enterprise customers deploying solutions based on Apple products. This role requires you to work between the hours of 9:00 AM - 6:00 PM SGT, and be available as needed 7 days a week.
- Ability to collect information and solve complex problem
- Experience with integrating, supporting and troubleshooting Apple products in complex environments
- 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
- Willingness to work with team members asking and answering questions
- Excellent written and verbal communication skills in English and Mandarin
- Normally requires a Senior-level department server administration experience
Provide 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. Work with customers to address post-sales technical customer support issues. Crafts and tracks technical critical issues retaining customer issue ownership in order to provide timely follow up with customer as required. Researches order and repair status for customers. Reviews warranty claims. Works with many multi-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. Follows established procedures. He or She will be a strong advocate for happiness of customers. Have excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and aptitude. The ideal candidate will have maintained above average attendance and phone metrics in the most recently held support position. Proven experience with MacOS X Server, iOS, Windows, or Unix, administration is helpful. General responsibilities include, but are not limited to, the following: - Strong self-motivation - Research, investigate and provide high quality responses to technical enquires - Maintains an ongoing expert knowledge of diverse technologies - Flexibility to take on additional roles and responsibilities as they develop - Troubleshooting MacOS, Mac OS Server, iOS, 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 - Occasional (scheduled) domestic and international travel, after-hours, weekend, and on call duty rotation.
Education & Experience
AA/AS degree or BA/BS plus 1-2 years of experience in a customer service/support environment, or equivalent experience. Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.