HelpLine Technical Support Analyst, Employee Experience & Productivity
Core
Provide 24/7 technical support via phone, chat, email, and ticketing systems for Apple employees, contractors, and vendors, troubleshooting hardware and software issues across Mac, iOS, Apple Watch, and Apple TV.
Role type
Level 1/2 Help Desk Technician (Internal IT Support)
Builds
Internal IT support services for Apple's global workforce
Domain
Consumer Technology / Internal IT Operations
Required skills
Hardware and software troubleshooting, IP networking concepts, IT service management (ITSM) systems, CRM systems, Knowledge base management, Mac/iOS device support
Preferred skills
Retail POS systems, Multi-tiered web architecture, Distributed team collaboration
Technologies
Mac, iOS, Apple Watch, Apple TV, IP networking, ITSM, CRM
Responsibilities
Perform impact assessment and troubleshooting according to established procedures, manage support cases from initial contact to resolution, communicate with Infrastructure Services and management teams, document problems and resolutions
Seniority
Entry-level to Junior, hands-on IC