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.

Minimum Qualifications

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

Preferred Qualifications

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

HelpLine Technical Support Analyst (Information Systems&Technology)