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HelpLine Technical Support Analyst - IS&T
AppleSingapore, Singapore1-2 years
Apply 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 seeking a Technical Support Analyst to join our team. The IS&T HelpLine provides technical support to Apple’s employees, contractors, and vendors worldwide, 24 hours a day, 365 days a year. Our support encompasses a wide range of products and services, from hardware and software to Apple’s advanced information technology infrastructure, including data and voice networks, individual Mac or iOS devices, and everything in between. This dynamic and demanding internal help desk environment requires exceptional technical expertise and strong collaboration skills. If you are passionate about working in an innovative environment and thrive in a collaborative setting, this position is an excellent opportunity for you. We are committed to empowering employees to reach their full potential.
As an IS&T HelpLine Technical Support Analyst, you will provide technical support to Apple employees and contractors through various channels, including voice, chat, email, and the ticketing system.
- You’ll perform technical troubleshooting efforts on complex problems in all areas of Apple’s computing environment. Following established procedures, you will document problems, troubleshooting steps, and resolutions. Analysts facilitate technical support and advocate for the caller throughout the process.
- IS&T HelpLine Analysts are responsible for managing support cases from the initial contact to resolution — you own the experience.
- 1 - 2 years of experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and all other products within the Apple ecosystem.
- 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.
- Ability to work a flexible schedule, including weekends and holidays, with additional flexibility during high-volume times of the year.
- Familiarity with Retail Point-of-Sale (POS) and other retail Information Technology (IT) systems.
- Conceptual understanding of multi-tiered and web-based information systems architecture.
- Motivation and the ability to collaborate effectively within a distributed team.
- Good interpersonal communications and customer service skills.
- Excellent English-language skills in both oral and written communication.
- Excellent voice, text, 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.
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