Job description
Summary
Posted: Aug 16, 2022
Weekly Hours:
39
Role Number:
200408782
INFORMATION SYSTEMS & TECHNOLOGY The 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! 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. We also support 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! WORK HOURS - Variable. This is a 24/7, 365 days per year environment - Weekend and holiday work required at times
Key Qualifications
- REQUIRED EXPERIENCE AND SKILLS
- Desire and ability to work as part of a distributed team
- Outstanding interpersonal communications and customer service skills
- Excellent English-language oral and written communications skills
- Excellent telephone and email etiquette
- Superior time management and multi-tasking skills
- Flexibility and adaptability to thrive in a fast-paced, highly-demanding, constantly changing environment
- Ability to maintain composure and customer-service focus in stressful situations
- Strong problem solving and resolution skills
- Conceptual understanding of IP networking and basic network solving skills
- Conceptual understanding of multi-tiered and web-based information systems architecture
- PREFERRED EXPERIENCE AND SKILLS
- Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch and Apple TV
- Experience using an IT service management or CRM system for tracking technical support cases
- Experience using a knowledgebase system
- Familiarity with Retail POS and other retail IT systems
- Cisco CCNA certification or working towards certification
Description
As an IS&T Analyst, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You’ll perform impact assessment and fix according to established procedures, while documenting problems, solving steps, and resolutions. You'll handle support cases and advocate for the caller by “owning” the issue and facilitating technical support from the initial contact to resolution. You will lead hierarchical and functional issues, while communicating with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person. RESPONSIBILITIES - Provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. Perform impact assessment and fix according to established procedures. Document problems, solving steps, and resolutions. - Lead support cases and advocate for the caller. “Own” the issue and facilitate technical support from the initial contact to resolution. - Handle hierarchical and functional issues. Communicate with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.
Education & Experience
Additional Requirements
- EXPANDED ROLES AND RESPONSIBILITIES
- Meet HelpLine service level agreements and performance standards
- Maintain ongoing knowledge of Apple internal and external products
- Answer and respond to IS&T HelpLine incoming support requests
- Fix, document, and resolve problems that be can resolved by the HelpLine
- Raise issues that cannot be resolved by the HelpLine to specialized support teams, and recommend temporary workaround solutions and alternative procedures
- Contact second-level and third-level support teams as necessary to facilitate timely resolutions
- Validate issue resolution before closing support tickets
- Actively chip in to the department’s Knowledge Center
- Identify procedures that can be streamlined and recommend solutions to problems
- Recommend changes to improve efficiency
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