Enterprise Technical Support Engineer

Summary
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 encourages 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!



Description
In this role, you will work with system administrators in the enterprise, education, and governmental sectors to resolve complex technical issues affecting small to large deployments of Apple products. These issues will involve all of Apple's operating systems and hardware, along with the integration of third-party products like mobile device management services, networks, servers, and applications. You will retain ownership of cases, be responsible for following up with customers in a timely manner, and positioning Apple's support products and technical solutions. This will require collaborating with many multi-functional groups including Apple Sales, Product Engineering, Product Marketing, and service groups within Apple, to champion and resolve customer issues.

You will publish and maintain technical resource documents, analyze logs and data, propose solutions to operational challenges, and perform other operational duties within the department. You will be a strong customer advocate and deliver excellent service to contribute to our overall customer satisfaction goals.

You will need excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and skill. Having validated experience with iOS, Windows, or Unix, administration is ideal. Your work will require researching, investigating, and providing high-quality responses to technical inquiries.

Self-motivation, flexibility, and willingness to accept additional responsibilities as they develop is vital, as well as, maintaining and continually developing an authoritative knowledge of diverse technologies. Be able and willing to pursue new roles, accept new assignments, and take on additional responsibilities as needed.

You will have proven professional maturity by meeting or exceeding established goals including attendance and any other critical metrics.

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