HelpLine Technical Support Analyst, IS&T HelpLine
HelpLine Technical Support Analyst, IS&T HelpLine
Posted on :
18-09-2025
Employer Active
1 Vacancy
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Job Description
As an IS&T Technician you will provide technical support via telephone chat email 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.
- At least 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
Required Experience:
IC
Employment Type
Full Time
Key Skills
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