HelpLine Technical Support Analyst Productivity

Help Line Technical Support Analyst, Employee Experience & Productivity

Elk Grove, California, United States Software and Services

Apple is where individual imaginations gather together, committing to the values that lead to great work. Every new product we build, service we create, or Apple Store experience we deliver is the result of us making each other’s ideas stronger. That happens because every one of us shares a belief that we can make something wonderful and share it with the world, changing lives for the better.

It’s the diversity of our people and their thinking that inspires the innovation that runs through everything we do. When we bring everybody in, we can do the best work of our lives. Here, you’ll do more than join something — you’ll add something.

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 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.

As an IS&T Technician, 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 Help Line, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.

• 1 year of 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 IP networking and basic network troubleshooting skills
• 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
• Conceptual understanding of multi-tiered and web-based information systems architecture
• 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 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

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $33.63 and $50.51/hr, and…