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 dont just craft products - they build the kind of wonder thats revolutionized entire industries. Its 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.
Were 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 its 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 HelpLine Analyst to join our team. The IS&T HelpLine provides technical support to Apples employees, contractors, and vendors throughout the world, 24 hours a day, 365 days a year. We support Apples products and services from hardware to software as well as Apples elite information technology infrastructure from the data and voice networks to each users Mac or iOS device and everything in between. This is a very fast-paced and highly demanding internal help desk environment. If you have a strong passion to work in a growing environment of innovation while exuding deep collaboration skills, this position is for you. Were committed to helping employees explore their potential.
As an IS&T Analyst, you will provide technical support via telephone, chat, email, 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 manage hierarchical and functional escalations, while communicating with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.
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