HelpLine Technical Support Analyst, Employee Experience & Productivity

Apple is where individual imaginations gather together committing to the values that lead to great work. Every new product we build service we create or Apple Store experience we deliver is the result of us making each others ideas stronger. That happens because every one of us shares a belief that we can make something wonderful and share it with the world changing lives for the better. Its the diversity of our people and their thinking that inspires the innovation that runs through everything we do. When we bring everybody in we can do the best work of our lives. Here youll do more than join something youll add Information Systems u0026 Technology (ISu0026T) 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. ISu0026T does it all. nnWe are looking for an Information Systems Technician to join our team. The ISu0026T HelpLine provides technical support to Apples employees contractors and vendors throughout the world 24 hours a day 365 days a year. We support Apples products and services from hardware to software as well as Apples elite information technology infrastructure from the data and voice networks to each users 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. Were committed to helping employees explore their potential.n

As an ISu0026T Technician you will provide technical support via telephone chat email and ticketing system for Apple employees and contractors. Youll perform impact assessment and troubleshooting according to established procedures while documenting problems troubleshooting steps and resolutions. Youll 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 ISu0026T management teams via email chat telephone and in person.n

1 year of experience providing hardware and software technical support for Macs iOS devices Apple Watch and/or Apple TVnnStrong troubleshooting and problem resolution skillsnnConceptual understanding of IP networking and basic network troubleshooting skillsnnExperience using an IT service management or CRM system for tracking technical support casesnnExperience using a knowledge base systemn

Familiarity with Retail POS and other retail IT systemsnnConceptual understanding of multi-tiered and web-based information systems architecturennMotivation and ability to work as part of a distributed teamnnGood interpersonal communications and customer service skillsnnExcellent English-language oral and written communications skillsnnExcellent telephone and email etiquettennExcellent time management and multi-tasking skillsnnFlexibility and adaptability to thrive in a dynamic highly-demanding constantly changing environmentnnAbility to maintain composure and customer-service focus in stressful situationsn