Information Systems Technician
You will provide technical support via telephone, chat, and ticketing system for Apple employees and contractors. You will assess the impact of issues, troubleshoot according to established procedures, and document problems, steps, and resolutions.
Key Responsibilities
* Provide tier 1 technical support for hardware and software issues on Macs, iOS devices, Apple Watch, and Apple TV.
* Manage support cases from initial contact to resolution, advocating for the caller by "owning" the issue.
* Communicate with teams via email, chat, telephone, and in person to resolve hierarchical and functional critical issues.
Requirements
* Relevant experience providing technical support for Apple products.
* Strong troubleshooting and problem resolution skills.
* Conceptual understanding of multi-tiered information systems architecture.
* Experience using an IT service management or CRM system.
Priorities
* Motivation to work as part of a distributed team.
* Excellent English-language oral and written communications skills.
* Flexibility and adaptability to thrive in a dynamic environment.