23 days old

Technical Trainer - Infrastructure Services Team

Sacramento, CA
  • Job Code


Posted: Oct 30, 2019

Weekly Hours: 40

Role Number: 200117776

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

We're perfectionists. Idealists. Inventors. Forever tinkering with products and processes, always on the lookout for a better way. A job at Apple is one that requires a lot of you, but it's also one that rewards forward-thinking, original thinking and hard work. None of us at Apple would have it any other way

The Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple -- how we take an order online, the experience with technology in our retail stores, how much network capacity we need around the world, the processing of every credit card an iTunes customer uses, and closing the books. IS&T does it all.

We are looking for a a Technical Trainer to join our Infrastructure Services team and be responsible for managing and facilitating multiple training initiatives and programs across the IS&T Infrastructure Services organization. This role is key to the continued growth and success of employee on-boarding and development

Key Qualifications

  • Required Experience and Skills:
  • Advanced understanding of Apple and IS&T Business needs
  • Expertise with current versions of macOS and iOS
  • Advanced skills with Keynote, Numbers, and Pages
  • Proficient in creating storyboards/outlines for effective training content creation
  • Adept at providing feedback and conflict resolution
  • Extensive understanding of adult learning theory and pedagogy
  • Advanced skills in adult learning assessment and trend analysis
  • Desire and ability to work as part of a team
  • Ability to organize and run new training plans and initiatives
  • Self-motivating with the ability to work independently and with little supervision
  • Excellent public speaking skills
  • Effective delivery methodology for group and individual instruction
  • Mastery of content implementation targeting multiple learning intelligences
  • Outstanding interpersonal communications and customer service skills
  • Excellent English-language oral and written communications skills
  • Strong time management and organizational skills, able to deliver multiple projects of varying lengths, while meeting quality standards and deadlines
  • Flexibility and adaptability to thrive in a fast-paced, highly-demanding, constantly changing environment
  • Ability to maintain composure and customer-service focus in highly stressful situations
  • Expertise with eLearning authoring tools, such as Adobe Captivate
  • Preferred Experience Skills:
  • Advanced understanding of the HelpLine career development cycle a plus
  • Minimum 5 Years in a professional environment with much of the past 3 years in a technical training or instructional design capacity
  • Experience with graphic design and UX a plus
  • Experience in basic web development technologies: HTML, CSS a plus


As an Infrastructure Services Technical Trainer you will Actively participate in a global team of technical trainers that create content supporting Apple IS&T. You will understand the entire lifecycle of training utilizing the Kirkpatrick model of training evaluation and creates and maintain technical documentation utilized by IS&T and the Global Infrastructure Operations (GIO)

You will have an expert understanding of IS&T's Incident, Event, and Problem Management processes, create training materials designed for in-person and distance-learning, including web-based content and self-paced training and facilitate training courses and on-boarding processes for multiple departments of Infrastructure Services

In addition you will e responsible for:
Facilitation of on-boarding training
Facilitation of targeted training campaigns
Mentorship of staff utilizing fearless feedback and direct coaching techniques
Knowledge of the HelpLine & NOC development lifecycle, from analyzing training needs to creating content for delivery
Creation of training materials designed for in-person and distance-learning, including web-based content, keynote, pages, and video guides
Facilitation of quality assurance programs
Demonstration of flexibility in balancing the complex training and development needs of a global helpdesk and global operations environment
Leverages online platforms and tools to collaborate and communicate effectively with team members based out of our local and global offices
Maintains and develops external relationships with multiple training organizations inside of Apple
Creation of "Train the Trainer" documentation

Education & Experience

Bachelors in Instructional Design, Educational Technology, Information Systems or equivalent work experience

Additional Requirements

  • Variable but typically core office hours are Monday-Friday, 9:00 AM to 6:00 PM

Posted: 2020-01-29 Expires: 2020-02-27

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Technical Trainer - Infrastructure Services Team

Apple, Inc.
Sacramento, CA

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