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Enterprise Site Support Engineer

2 months ago

Cary, North Carolina, United States Apple, Inc. Full time
At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Building this environment starts with you The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. Building this environment starts with you 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 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. Are you passionate about investigating and resolving complex problems for large deployments of Apple products? Do you enjoy gathering, quantifying, and providing feedback to influence future products? Are you a self-starter who has been taking on additional responsibilities and acting as a resource for your peers? If so, Enterprise Site Support Engineering is the team for you

Description

This position responds to and manages technical issues focusing on Enterprise and client product integration into existing networking infrastructures from Tier 2, retail stores, field engineers, and others. This position collaborates with all groups involved in the technical escalation process including Tier 2, Product Engineering, Executive Relations, Customer Relations, Corporate Support Engineering, Readiness, Product Marketing, Legal, and other involved parties. You'll work under tight deadlines with minimal direction in a fast-paced dynamic environment that demands high quality, creativity, and consistency. Responsibilities Include: -Capable of being a resource to provide guidance for technical issues, and ensure rapid identification and documentation (VoC creation) of emerging issues. -Provide higher-level guidance for deployment of Apple products in Enterprise and Education products and environments. -Research, investigate, and provide timely high-quality responses to technical issues. -Create technical Knowledge Base articles and other communications. -Review of technical materials such as submitted articles, trainings, etc. -Routinely interact with primary audience (Contact Center) through meetings, feedback, and informal communications. -Help identify and respond to technical support needs within the organization. -Attend, host, and coordinate meetings. -Occasional travel could be required.

Minimum Qualifications
  • Must be able to read, writes and speak Japanese and English fluently.
  • At least 1+ years experience as an AppleCare SPS Business and Education Advisor, AppleCare Deployment Program Specialist Advisor or equivalent experience required.
  • Device Enrollment Program understanding, and profile/payload experience required.
  • Network troubleshooting, planning, and configuration required.
  • Wireless technologies troubleshooting and configuration required.
  • Experience troubleshooting Apple School Manager & Apple Business Manager required.
Preferred Qualifications
  • Bachelor degree or some college desired
  • iOS deployment with Apple Business Essentials and/or 3rd party Mobile Device Management understanding desired.
  • Enrollment Configuration experience highly preferred.
  • History of high-quality escalations (RTAs) and the appropriate handling of related cases.
  • Excellent verbal, written and interpersonal communication.
  • Ability to work independently and be self-directed.
  • Ability to work non-standard hours, and on global and virtual teams and accommodate time differences.
  • Ability to manage multiple projects within tight timeframes.
  • Able and willing to tackle new roles, assignments, and responsibilities.
  • Makes space to listen, learn, and amplify diverse perspectives and experiences
  • Actively seeks out opportunities to champion and celebrate inclusion and diversity
  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.