Carpe Vocam Tech Support Engineer

Apple, Inc.
Sacramento, CA 95814
  • Job Code
    200154606
Summary

Summary

Posted: Mar 1, 2020

Weekly Hours: 40

Role Number:200154606

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and...Summary

Summary

Posted: Mar 1, 2020

Weekly Hours: 40

Role Number:200154606

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.

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.

The Infrastructure Services team provisions, manages, and supports Apple's information technology infrastructure. We ensure that Apple's data centers, retail stores and campuses are operating running smoothly, securely and with minimal downtime. Infrastructure Services provides system engineering, global networking, data services, data center operations and helpdesk support functions to Apple and the greater IS&T team. This is an exceedingly fast-paced and highly demanding information technology environment.

We are looking for a Carpe Vocam engineer who will be responsible for a variety of tasks, including taking inbound phone calls, support chats, and performing callbacks on specific products and services. Carpe Vocam engineers are subject matter experts on a wide range of products and services including IdMS, RA, etc. Members of the Carpe Vocam team understand the intricacies and complexities of Apple's business as well as the operational dependencies on various applications and services.

Key Qualifications

  • Desire and ability to work as part of a global team
  • Outstanding interpersonal communications and customer service skills
  • Excellent English-language oral and written communications skills
  • Excellent telephone and email etiquette
  • Superior time management and multi-tasking skills
  • Flexibility and adaptability to thrive in a fast-paced, highly-demanding, constantly changing environment
  • Ability to maintain composure and customer-service focus in stressful situations
  • Extremely strong troubleshooting and problem resolution skills
  • IP network troubleshooting skills
  • RA / VPN troubleshooting skills
  • Knowledge and experience with complex IdMS systems in a highly secure environment
  • Excellent understanding of cyber security applications, policies, and procedures
  • Knowledge and experience supporting multi-tiered and web-based information systems architecture
  • High standard for attention to details and 100% accuracy
  • Technical documentation to support software and services
  • PREFERRED EXPERIENCE AND SKILLS
  • Experience providing hardware and software technical support for Macs, iOS devices and Apple Watch running macOS 10.13 (High Sierra), iOS 11 and watchOS
  • Experience using an IT service management or CRM system for tracking technical support cases
  • Experience using a knowledge base system
  • Familiarity with Retail POS and other retail IT systems
  • Project coordination and management Data analytics and trend analysis
  • ITIL Certification

Description

As an IS&T Carpe Vocam Technical Support Engineer you will be a member of the IS&T Problem Management team that is focused on obtaining detailed, targeted technical and usage data for IS&T leadership and engineering teams. The information is obtained by providing highly technical support to Apple's employees and internal contractors through the IS&T HelpLine. This team is a critically important part of the feedback loop for engineering teams.

Additional Requirements

  • Work hours are variable but typically core office hours are Monday-Friday, 8:00 AM to 5:00 PM
  • Holiday and on-call work required at times


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Carpe Vocam Tech Support Engineer

Apple, Inc.
Sacramento, CA 95814

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