HelpLine Technical Support Analyst (Information Systems&Technology)
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.
The 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, the processing of every credit card an iTunes customer uses, and closing the books. IS&T does it all.
We are looking for an Information Systems Technician to join our team. The IS&T HelpLine provides technical support to Apple’s employees, contractors, and vendors throughout the world, 24 hours a day, 365 days a year. We support Apple’s products and services from hardware to software as well as Apple’s elite information technology infrastructure from the data and voice networks to each user’s Mac or iOS device and everything in between. This is a very fast-paced and highly demanding internal help desk environment. If you have a strong passion to work in a growing environment of innovation while exuding deep collaboration skills, this position is for you. We’re committed to helping employees explore their potential.
As an IS&T Technician, you will provide technical support via telephone, chat, email, in person and ticketing system for Apple employees and contractors. You''ll perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions. You'll manage support cases and advocate for the caller by “owning” the issue and facilitating technical support from the initial contact to resolution. You will handle hierarchical and functional critical issues, while communicating with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.
- 2 years of experience providing hardware and/or software technical support for Macs, iOS devices, Apple Watch, and/or Apple TV
- Strong troubleshooting and problem resolution skills
- Conceptual understanding of IP networking and basic network troubleshooting skills
- Conceptual understanding of multi-tiered and web-based information systems architecture
- Experience using an IT service management or CRM system for tracking technical support cases
- Experience using a knowledge base system
- Familiarity with Retail POS and other retail IT systems
- Motivation and ability to work as part of an global team
- Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
- Navigate user issues with care and strong interpersonal skills.
- Apply an action-oriented mindset and sense of motivation to do what’s best for the users at Apple, often anticipating and adjusting for problems and roadblocks.
- Excellent time management and multi-tasking skills
- Flexibility and to thrive in a dynamic, highly-demanding, constantly changing environment
- Communicate effectively and tailor your communication style to different audiences.
- Ability to maintain composure and customer-service focus in stressful situations
- Excellent English-language oral and written communications skills