HelpLine Technical Support Analyst, Employee Experience & Productivity

Apple Inc.; Elk Grove (CA); On-site; USD 70,000 - 105,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement benefits

Stock programs

Relocation support

Job summary

Apple Inc. in Elk Grove, CA is seeking a HelpLine Technical Support Analyst to provide frontline IT support for Apple employees and contractors worldwide.

You will troubleshoot hardware and software on Macs, iOS devices, Apple Watch, and Apple TV and manage cases from first contact to resolution. The role requires strong troubleshooting, basic IP networking, and experience with IT service management (ITSM) or CRM systems, plus excellent English communication.

Qualifications

• 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.

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, steps, and resolutions.
• Manage support cases and own the issue from initial contact to resolution.
• Communicate with HelpLine, Infrastructure Services, and IS&T management via email, chat, telephone, and in person.

Skills

Mac/iOS hardware support

Troubleshooting

IP networking basics

ITSM/CRM experience

Knowledge base usage

Tools

CRM/ITSM systems

Knowledge base tools

Job description

HelpLine 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 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. 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.

Description

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.

Minimum Qualifications

• 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

Preferred Qualifications

• 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 your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace

Learn about reasonable accommodations for job applicants

Apple accepts applications to this posting on an ongoing basis.