IS&T HelpLine Carpe Vocam Technical Support Engineer

Salary depends on experience
Posted on 05/16/18
Sacramento, CA
Salary depends on experience
Posted on 05/16/18

Job Summary

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. 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 world-class information technology infrastructure from the data and voice networks to each user’s Mac or iOS device…and everything in between. This is an extremely fast-paced and highly demanding internal help desk environment.

Key Qualifications

  • Desire and ability to work as part of a global 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
  • Extremely strong troubleshooting and problem resolution skills
  • IP network troubleshooting skills
  • RA / VPN troubleshooting skills
  • Knowledge and experience with complex IdMS systems in a highly secure environment
  • Excellent understanding of cyber security applications, policies, and procedures
  • Knowledge and experience supporting multi-tiered and web-based information systems architecture
  • High standard for attention to details and 100% accuracy
  • Technical documentation to support software and services
  • Deep understanding of the interactions between software and hardware
  • Preferred Experience and Skills
  • Experience providing hardware and software technical support for Macs, iOS devices and Apple Watch running macOS 10.13 (High Sierra), iOS 11 and watchOS
  • 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
  • Project coordination and management

Education

Bachelor's Degree in a related field preferred or a solid base of relevant experience.

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