HelpLine Technical Support Analyst (Information Systems&Technology)
HelpLine Technical Support Analyst (Information Systems&Technology)
Posted on :
24-08-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
As an IS&T Technician you will provide technical support via telephone chat email in person and ticketing system for Apple employees and contractors. Youll perform impact assessment and troubleshooting according to established procedures while documenting problems troubleshooting steps and resolutions. Youll 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.
- 2 years of experience providing hardware and/or 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
- Conceptual understanding of multi-tiered and web-based information systems architecture
- 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
- Motivation and ability to work as part of an global team
- Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue
- Navigate user issues with care and strong interpersonal skills
- Apply an action-oriented mindset and sense of motivation to do whats best for the users at Apple often anticipating and adjusting for problems and roadblocks
- Excellent time management and multi-tasking skills
- Flexibility and to thrive in a dynamic highly-demanding constantly changing environment
- Communicate effectively and tailor your communication style to different audiences
- Ability to maintain composure and customer-service focus in stressful situations
- Excellent English-language oral and written communications skills
Required Experience:
IC
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
