Retail Online Desktop Support Technician at Apple


About the job


The people here at Apple don’t just build products — we craft the kind of wonder that has revolutionized entire industries. It’s the diversity of those people and their ideas that supports 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.

Imagine what you could do here at Apple. New insights have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring your enthusiasm and dedication to your job and there’s no telling what you could accomplish! Are you passionate about the pursuit of excellence?

Desktop Support helps put the care in Retail Customer Care by bringing the highest standards of quality assistance to internal customers worldwide. The team is responsible for hardware and software support end-to-end—purchasing, testing, maintaining, repairing, shipping, receiving, deploying, troubleshooting—and innovating down to the details to improve processes and experiences along the way.

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This Austin-based Technician will join a worldwide team of desktop support technicians responsible for providing timely support for our Specialists in Retail Customer Care, and for personnel throughout Apple Retail Online.Key Qualifications

5 years or more experience providing software and/or hardware technical support for internal customers or for partner teams preferredProficient computer literacy proven through work experience in hardware and software troubleshooting

Experience contributing to or authoring technical process documentation

Ability to operate independently under general supervision

Excellent communication skills (written, verbal, and presentation) working with personnel from all levels of an organization

Outstanding time management and organizational skills with the ability to correctly prioritize work tasks based on business impact

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Flexible team player who is able to work in a fast-paced physical and virtual work environment

Ability to lift and transport up to 50 pounds on occasion and up to 35 pounds regularly. This position also requires the ability to push or pull loaded carts and pallets of goods occasionally.

In this role, you will learn the processes and procedures to maintain the hardware that RCC and Retail Online teams use everyday to support our customers, including both desktop and portable Macs. We support teams through tasks such as: working through hardware and software trouble tickets raised by users or their leaders, maintaining hardware databases to track inventory, performing troubleshooting and maintenance, shipping equipment to users in the field, and processing returned equipment so that it can be re-deployed. We interact directly with employees at all levels of the RCC and Apple Retail Online organizations in supporting their hardware and software needs.

Respond to hardware and software support issues as tickets come in on a prioritized basis, helping the Desktop Support team maintain Service Levels for responses

Manage tickets that are assigned to you to ensure that our internal customers are able to regain full function of their systems

Demonstrate technical troubleshooting skills across a wide variety of platforms in order to ensure rapid resolution of reported issues

Repair and maintain desktop and portable Macs and accessories, and manage inventory databases to track their deployment

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Deep technical and process expertise for Mac & MacOS products; contribute team training and documentation for these products to distribute functional knowledge to your teammates.

Monitor corporate ticketing systems to identify emerging issues in our technical environment that may impact us (Desktop Support team). Reach out to partner teams when appropriate to offer assistance in follow-through or business alerts.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Education & Experience
Bachelor’s Degree, or equivalent experience
Mac Hardware Repair Certification

Role Number: 200389987


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