HelpLine Technical Support Analyst, Employee Experience & Productivity

Apple • Elk Grove, CA

5d • Onsite

About The Position

The Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple. 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. 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 HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.

Requirements

• 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 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

Responsibilities

• Provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors.
• Perform impact assessment and troubleshooting according to established procedures.
• Document problems, troubleshooting steps, and resolutions.
• Manage support cases and advocate for the caller by “owning” the issue and facilitating technical support from the initial contact to resolution.
• Handle hierarchical and functional critical issues.
• Communicate with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed