We are looking for an Information Systems Technician to join our team. The IS&T Help Line 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. There are countless ways you’ll contribute here, whether you’re coordinating technology needs for product launches, designing music solutions for retail locations, or ensuring the strength of in-store Wi-Fi connections. From Apple Pay to the Apple website to our data centers around the globe, you’ll help design and manage the massive systems that countless employees and customers rely on every day.

Description

As an IS&T Technician, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You will 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 Help Line, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person. You’ll also build custom tools for employees, empowering them to solve complex problems on their own. Join our team, and together we’ll explore all the ways to improve how Apple operates, freeing our employees to do what they do best: craft magical experiences for our customers. Imagine what you could do here. 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.

Minimum Qualifications

Relevant experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and/or Apple TV Strong troubleshooting and problem resolution 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

Preferred Qualifications

Motivation and ability to work as part of a distributed team Strong interpersonal communications and customer service skills Excellent English-language oral and written communications skills Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment