IS&T HelpLine Analyst

Job Description

Summary

Posted: Nov 12, 2019 Role Number: 200117980 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 perfectionists. Idealists. Inventors. Forever tinkering with products and processes, always on the lookout for a better way. A job at Apple is one that requires a lot of you, but it’s also one that rewards forward-thinking, original thinking and hard work. None of us at Apple would have it any other way. 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 HelpLine Analyst 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.

Key Qualifications

Key Qualifications

• Motivation and ability to work as part of a global team
• Excellent interpersonal communications and customer service skills
• Excellent English-language oral and written communications skills
• Excellent telephone and email etiquette
• Excellent time management and multi-tasking skills
• Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
• Ability to maintain composure and customer-service focus in stressful situations
• 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 providing hardware and software technical support for Macs, iOS devices and Apple Watch running macOS 10.11 (El Capitan), macOS 10.12 (Sierra), macOS 10.13 (High Sierra) iOS 9, 10, 11 and watchOS
• 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
• PREFERRED SKILLS
• Cisco CCENT certification
• Cisco CCNA certification or working towards certification

Description

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 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 manage hierarchical and functional escalations, while communicating with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

• • Work hours are variable. This is a 24/7, 365 days per year environment
• • Weekend and holiday work required at times