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Apple HelpLine Analyst Cork Ireland, Cork 780091616
27.07.2024
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Description
As an IS&T Analyst, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You will perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions. You will 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.
Minimum Qualifications
- 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
- 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 providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
- 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
Preferred Qualifications
- Cisco CCNA certification or working towards certification
- Work hours are variable. This is a 24/7, 365 days per year environment
- Weekend and holiday work required at times
- This position is located at the Apple Campus in Cork; on-site work is a requirement.
- Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities.
- Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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