Apple Technical Advisor

Cisco•Austin, TX

4d•Hybrid

About The Position

As an Apple Technical Advisor, you’ll be a friendly voice, providing world-class troubleshooting and technical support. You’ll continue to keep your skills sharp by learning about the constantly evolving macOS and iOS, monitor trending issues and creatively work to solve these issues to keep Cisco employees online and productive. You’ll be the first line of support for global Cisco employees.

Requirements

Two years of professional technical troubleshooting expertise with Apple devices as well as experience in customer service or technical troubleshooting via phone and chat
Experience in the use, set up and troubleshooting of macOS and iOS in a business environment with tooling such as Microsoft Office 365
Technical proficiency, with a highly developed ability to acquire new technical skills and apply these new skills to your support role
Excellent (English) oral and written communication skills
Flexible to work between the hours of 7:00 a.m. and 7:00 p.m CST in a hybrid work setting

Nice To Haves

Apple IT Certifications
Experience with the technologies used in Mobile Device Management (MDM)
Experience with IT Ticketing Systems
Familiar with Networking technologies and concepts
Experience with Multi Factor Authentication (MFA) & Single sign-on (SSO)

Responsibilities

Engage global Cisco employees via chat and phone to support technical issues on their Mac or iOS device. Issues such as:
MacOS or iOS upgrades and initial setup
Authentication and password reset
Network connectivity and VPN
Mobile Device Management (MDM) enrollment
Installation, troubleshooting and use of an array of macOS or iOS applications
Support the setup of computer peripherals and networking hardware
Facilitate hardware repairs or replacement
Thoroughly document the support engagement
Monitor issue trends to report through team leadership
Be an advocate for the Apple ecosystem, sharing tips and tricks
Stay up to date with Apple technology through internal training opportunities and monitoring technical publications and industry trends
Collaborate with the Knowledge Management team to improve support content
Maintain full ownership of cases to ensure exceptional support experience
Communicate with engineering teams to find solutions and escalate issues

Benefits

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance.
Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer

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