HelpLine Technical Support Analyst, IS&T HelpLine

The HelpLine Technical Support Analyst, IS&T HelpLine provides technical support to Apple's employees, contractors, and vendors 24/7. The role requires strong troubleshooting and problem resolution skills, as well as experience using IT service management and knowledge base systems.

• Provide technical support via telephone, chat, email, and ticketing system
• Perform impact assessment and troubleshooting according to established procedures
• Document problems, troubleshooting steps, and resolutions
• Manage support cases and advocate for the caller
• Communicate with the HelpLine, Infrastructure Services, and IS&T management teams

• At least 1 year of experience providing hardware and software technical support
• Strong troubleshooting and problem resolution skills
• Conceptual understanding of IP networking and basic network troubleshooting skills
• Experience using an IT service management or CRM system
• Experience using a knowledge base system

• 24/7 technical support for Apple employees, contractors, and vendors
• Support for Apple's products and services from hardware to software
• Support for Apple's elite information technology infrastructure
• Opportunity to work in a fast-paced and highly demanding environment
• Collaboration with the IS&T team to resolve technical issues

Apple is a technology company that designs, manufactures, and markets consumer electronics, computer software, and online services. The company is committed to innovation and customer satisfaction.