Enterprise Site Support Engineer

Job Description

Summary

Posted: Mar 27, 2024 Role Number: 200544411 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! 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!

Key Qualifications

Key Qualifications

• At least 1+ years experience as an AppleCare SPS Business and Education Advisor, AppleCare Deployment Program Specialist Advisor or equivalent experience required.
• iOS deployment with Apple Business Essentials and/or 3rd party Mobile Device Management understanding desired.
• Device Enrollment Program understanding, and profile/payload experience required.
• Network troubleshooting, planning, and configuration required.
• Wireless technologies troubleshooting and configuration required.
• Enrollment Configuration experience highly preferred.
• Experience troubleshooting Apple School Manager & Apple Business Manager required.
• 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.

Description

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.

Education & Experience

Education & Experience Bachelor degree or some college desired

Additional Requirements

Additional Requirements