IS&T Support Specialist (macOS and iOS)

. Title
IS&T EP&S Apple Park Full time OnSite Support [Ask IS&T Center]
2. Additional Comments
This is a new service which may continue to FY26. The RFR is raised for the current fiscal year.
IS&T Support - 5 days a week on-site.
Scope:
Provide technical support to Apple employees and contractors in person
Provide high level of customer service and professionalism in accordance with Apple policies, practices,
and expectations
Diagnose and troubleshoot technical issues according to Apple expectations
Document issues, troubleshooting steps, and resolutions in ticketing system
Advocate for the customer. Own the issue and facilitate technical support from the initial contact to
resolution
Escalate unresolved complex issues to appropriate support teams
KEY QUALIFICATIONS
Excellent customer service skills
Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose
problems without scripted documentation
Excellent English-language oral and written communication skills
Excellent time management and multi-tasking skills
Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
Ability to maintain composure and customer-service focus in stressful situations
Motivation and ability to work as part of a distributed team
Conceptual understanding of IP networking and basic network troubleshooting skills
Conceptual understanding of multi-tiered and web-based information systems architecture
Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and
Apple TV
Experience troubleshooting macOS and iOS operating systems
Experience using an IT service management or CRM system for tracking technical support cases
Experience using a knowledge base system
TRAINING
Apple expectations, policies and procedures will be provided by Apple training instructors
EXPECTATIONS
The performance is to be kept within KPIs as defined by IS&T Support. This includes but is not limited to
standards surrounding:
Punctuality and attendance; no more than 2 occurrences per month on average
Customer satisfaction surveys (CSAT) 98% or higher
3. Role(s)
Position:
Role
: IS&T Support Specialist
Preferred Location : Onsite (Apple Park Full time OnSite Support)