What are the responsibilities and job description for the IS&T HelpLine Analyst position at Apple Inc.?
Do you love understanding every detail of how new technologies work? Join the team that serves as Apple's nerve center, our Information Systems and Technology group. 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. 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. 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.
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
* Motivation and ability to work as part of a distributed team
* Good 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, Apple Watch, and Apple TV
* 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 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 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.
Education & Experience
Bachelor's degree or equivalent work experience preferred.
Additional Requirements
* - Work hours are variable. This is a 24/7, 365 days per year environment
* - Weekend and holiday work required at times
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.
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
* Motivation and ability to work as part of a distributed team
* Good 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, Apple Watch, and Apple TV
* 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 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 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.
Education & Experience
Bachelor's degree or equivalent work experience preferred.
Additional Requirements
* - Work hours are variable. This is a 24/7, 365 days per year environment
* - Weekend and holiday work required at times
Recommended Skills
- Adaptability
- Apple Tv
- Apple Watch
- Cisco Certified Network Associate
- Communication
- Customer Relationship Management
Salary : $24 - $27