Desktop Support Analyst

Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it! The people here at Apple don’t just build products - we craft the kind of wonder that’s revolutionized entire industries! Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Desktop Support Technician to help us do extraordinary things. Desktop Support is responsible for hardware and software support end-to-end-purchasing, testing, maintaining, repairing, shipping, receiving, deploying, troubleshooting-and innovating down to the details to improve processes and experiences along the way. This Singapore based position will be joining a worldwide team of technicians responsible for providing timely support for our employees in the Apple Store Online organization at Apple.

Description

In this role, you will learn the processes and procedures to maintain the hardware our Apple Store Online teams use everyday to support our customers, including iMacs, MacBooks, and iOS devices. We support teams through tasks such as: working through hardware and software trouble tickets raised by users or their leaders, maintaining hardware databases to track inventory, performing troubleshooting and maintenance, equipment shipping and recovery logistics for our remote users. We interact directly with employees at all levels of Apple Store Online in supporting their hardware and software needs. ・Provide timely hardware and software support to internal teams. ・Manage and respond to technical support tickets, prioritizing issues to maintain service levels. ・Demonstrate technical troubleshooting skills across a wide variety of platforms in order to ensure rapid resolution of reported issues ・Prepare, ship and receive equipment to users that work remotely, and track any associated returning equipment to keep our database up-to-date ・Repair and maintain desktop and portable Macs and accessories, and manage inventory databases to track their deployment ・Develop deep technical and process expertise for products or applications, and contribute team training and documentation for these products to distribute functional knowledge to your teammates. ・Monitor corporate ticketing systems to identify emerging issues in our technical environment that may impact us (Desktop Support team). Reach out to partner teams when appropriate to offer assistance in follow-through or business alerts. ・Other tasks as needed by the business

Minimum Qualifications

• 3+ years or more experience providing software and/or hardware technical support for internal customers or for partner teams
• Proficient computer literacy proven through work experience in hardware and software troubleshooting
• Ability to operate independently with little supervision
• Effective communication skills (written, verbal, and presentation) working with personnel from all levels of an organization
• Ability to lift and transport up to 50 pounds on occasion and up to 25 pounds regularly. This position also requires the ability to push or pull loaded carts and pallets of goods occasionally.
• Flexible team player who is able to work in a fast-paced physical and virtual work environment
• Mac Repair certification

Preferred Qualifications

• JAMF or equivalent device management certification
• Outstanding time management and organizational skills with the ability to correctly prioritize work tasks based on business impact
• Experience contributing to or authoring technical process documentation
Contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn.

Submit CV