21 days old

AppleCare Enterprise Site Support Engineer

Austin, TX 78701
  • Job Code
    200231932
Summary

Summary

Posted: Mar 20, 2021

Weekly Hours: 40

Role Number:200231932

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Mar 20, 2021

Weekly Hours: 40

Role Number:200231932

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it!

Are you passionate about investigating and resolving sophisticated problems for large deployments of Apple products? Do you enjoy collecting, quantifying, and providing feedback to influence future products? Are you a self-starter who has been pursuing additional responsibilities and acting as a resource for your peers? If so, Enterprise Site Support Engineering is the team for you!

Key Qualifications

  • 2+ years of equivalent experience.
  • iOS integration with macOS Server and/or 3rd party Mobile Device Management, Device Enrollment Program understanding, and profile/payload experience required.
  • Network troubleshooting, planning, and configuration required.
  • Wireless technologies troubleshooting and configuration required.
  • History of high-quality escalations (RTAs) and the appropriate handling of related cases.
  • Excellent verbal, written and interpersonal communication.
  • Able to work independently and be self-directed.
  • Ability to work efficiently on global and virtual teams and accommodate time differences.
  • Ability to work nonstandard hours.
  • Ability to handle multiple projects within tight timeframes.
  • Able and willing to tackle new roles, assignments, and responsibilities.

Description

This position responds to and manages technical critical issues focusing on Enterprise and client product integration into existing networking infrastructures from Tier 2, retail stores, field engineers, and others. This position collaborate with all groups involved in the technical issue process including Tier 2, Product Engineering, Executive Relations, Customer Relations, Corporate Support Engineering, Readiness, Product Marketing, Legal, and other involved parties. You'll work under tight deadlines with minimal direction in a fast-paced dynamic environment that demands high quality, creativity, and consistency.

RESPONSIBILITIES
- Provide higher-level mentorship for software and hardware support inquiries for Apple's Enterprise products.
- Capable of being a resource to provide mentorship for sophisticated technical issues, and ensure rapid identification of emerging issues.
- Provide higher-level mentorship for deployment of Apple products in Enterprise and Education environments.
- Research, investigate, and provide high-quality responses to technical issues.
- Build technical Knowledge Base articles and other communications.
- Review of technical materials such as submitted articles, trainings, etc.
- Routinely interact with primary issue audience (Tier 2) through meetings, feedback, and informal communications.
- Help identify and chip in to technical support needs within the Tier 2 organization.
- Attend, host, and coordinate meetings.
- Occasional travel could be required.

Education & Experience

Bachelors degree or equivalent experience

Additional Requirements

Posted: 2021-03-21 Expires: 2021-04-20

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AppleCare Enterprise Site Support Engineer

Apple, Inc.
Austin, TX 78701

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