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Apple Information Systems Technician Singapore 407254464
Yesterday
As an IS&T Technician, you will provide technical support via telephone, chat, email, in person and ticketing system for Apple employees and contractors. You''ll perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions. You'll 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 what’s 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
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