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Enterprise Technical Support Engineer

Austin,Texas,United States

Support and Service

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it!

Description

In this role, you will work with system administrators in the enterprise, education, and governmental sectors to resolve complex technical issues affecting small to large deployments of Apple products. These issues will involve all of Apple's operating systems and hardware, along with the integration of third-party products like mobile device management services, networks, servers, and applications. You will retain ownership of cases, be responsible for following up with customers in a timely manner, and positioning Apple's support products and technical solutions. This will require collaborating with many multi-functional groups including Apple Sales, Product Engineering, Product Marketing, and service groups within Apple, to champion and resolve customer issues. You will publish and maintain technical resource documents, analyze logs and data, propose solutions to operational challenges, and perform other operational duties within the department. You will be a strong customer advocate and deliver excellent service to contribute to our overall customer satisfaction goals. You will need excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and skill. Having validated experience with iOS, Windows, or Unix, administration is ideal. Your work will require researching, investigating, and providing high-quality responses to technical inquiries. Self-motivation, flexibility, and willingness to accept additional responsibilities as they develop is vital, as well as, maintaining and continually developing an authoritative knowledge of diverse technologies. Be able and willing to pursue new roles, accept new assignments, and take on additional responsibilities as needed. You will have proven professional maturity by meeting or exceeding established goals including attendance and any other critical metrics.

Minimum Qualifications

• 1+ years experience as a Senior AppleCare SPS Business and Education Advisor, AppleCare Deployment Program Specialist Advisor, or equivalent experience required.

• 1+ years experience investigating, diagnosing, and resolving complex technical support cases.

• Advanced knowledge of macOS, iOS and Apple hardware.

Key Qualifications

Preferred Qualifications

• iOS deployment with Apple Business Essentials and/or 3rd party Mobile Device Management understanding desired.

• Experience with integrating, aiding support for and troubleshooting Apple products in multifaceted environments.

• Experience using client and device management tools such as Mobile Device Management software and supporting and troubleshooting Microsoft and UNIX operating systems and directory services.

• Knowledge of UNIX command-line, scripting, backup/restore operations, network storage troubleshooting a plus.

• Senior-level department server administration experience is a plus.

• Deep technical understanding and industry-recognized certifications in one or more of the following areas: Networking, Wi-Fi, and End-point protection.

• Ability to collaborate with management, peers, and cross-functional teams to achieve collective goals.

• Self-starter with excellent customer service skills and an advanced ability to interface with enterprise-level customers.

• Good interpersonal, written, and oral communication skills in stressful or ambiguous situations with an ability to communicate effectively with both technical and non-technical partners.

• Ability to work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.

• Makes space to listen, learn, and amplify diverse perspectives and experiences.

• Actively seeks out opportunities to champion and celebrate inclusion and diversity

Education & Experience

Additional Requirements

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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 (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .