Enterprise Technical Support Engineer
At Apple, we believe that hard work, a fun environment, creativity, and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you.
We're seeking a Technical Support Engineer to work in the AppleCare Enterprise Services (ACES) group providing advanced technical assistance via telephone, e-mail, and occasional on-site visits to ACES Enterprise customers deploying solutions based on Apple products.
Work with Enterprise customers technical teams to address post-sales technical customer support issues. Craft and supervise technical critical issues retaining customer issue ownership in order to provide timely resolutions.
Provide solutions to technical problems for system administrators deploying, managing, and integrating Apple products with third party products and server platforms, or networks. Assist in the creation and maintenance of technical resource documents and other operational duties within the department.
Work with many multi-functional groups including Apple Sales, Product Engineering, Product Marketing, and service groups within Apple, to champion and resolve customer issues. Responsible for effectively positioning Apple's support products and technical solutions.
You will research, investigate and provide high quality responses to technical inquiries and maintain an ongoing authoritative knowledge of diverse technologies and able and willing to pursue new roles, assignments, and responsibilities as needed.
You will be a strong advocate for customer satisfaction and leverage your excellent general knowledge of networking and server administration as well as possess a strong technical foundation in troubleshooting theory and aptitude. Have validated experience with iOS, Windows, or Unix, administration is ideal. Strong self-motivation and flexibility and willingness to accept additional responsibilities as they develop.
Occasional (scheduled) domestic and international travel, after-hours, weekend, and on call duty rotation.
- Extensive experience in a client facing technical support role.
- Knowledge of UNIX command-line, scripting, backup/restore operations & network storage troubleshooting.
- Experience using client and device management tools such as Mobile Device Management software such as JAMF etc.
- Knowledge of Active directory, networking systems, with experience resolving issues in multiple OS (Microsoft, MacOS)
- Experience with integrating, aiding support for and troubleshooting Apple products in dynamic environments.
- Ability to collect information and engage in complex problems as well as willingness to work with team members asking and answering inquiries.
- Senior-level department server administration experience is a plus.
- Excellent written and verbal communication.
- At Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations