Apple Inc. Culver City , CA 90231
Posted 1 week ago
Imagine what you could do here. At Apple, new insights have a way of becoming phenomenal products, services, and customer experiences. Imagine what you could do in your career when merging passion and dedication. This is how dreams come true.
Are you passionate about crafting elite support experiences? Do you thrive in environments that require multi-functional thinking, collaboration, and innovation? Do you have experience troubleshooting technical issues via omni-channel support options and communicating solutions to customers? If so, this may be the job for you.
The AppleTV+ IS&T team is responsible for the technology strategy, delivery, and sustainment of the IT systems used to enable AppleTV+ Studio and Production operations. The team ensures technology and business strategies remain tightly aligned through multi-functional partnership, knowledge of industry trends, and familiarity with the Apple corporate systems landscape. Members work closely with leadership, business collaborators, engineers, vendors, information security, and others to deliver a technology ecosystem that meets the demands of a high-growth organization.
Description
As the Executive Studio Support Engineer you will be responsible for the Tier 1, 2, and 3 support of our AppleTV+ studio (corporate) clients. This includes the troubleshooting of our hardware and software assets, account setup and support, and ticket management. This role is the frontline of Production Technology Operations Studio Support and, as such, is expected to bring Apple's unique and amazing level of service to our studio clients. A strong drive for outstanding customer service coupled with attention to detail is critical to success.
Minimum Qualifications
Customer service driven
Ability to troubleshoot issues related to MacOS and iOS
Exceptional problem solving and critical thinking skills
Ability to work collaboratively on a team
Effectively coordinates work and communication across diverse groups of individuals
Thrives in a dynamic, fast-paced environment with multiple competing priorities
Excellent written and oral communication
An appreciation for what the Apple brand stands for
Open-minded to new ideas, concepts, and technologies, as well as being pragmatic and innovative
A positive attitude and solution-oriented approach
5+ Years experience in customer technical support
2+ Years experience supporting in Studio environment or executive/c-suite
Preferred Qualifications
Utilize Help Desk ticket management software to coordinate support tickets
Respond to customers via written, voice, and video communications
Troubleshoot Macs, iOS devices, monitors, printers, and other technology assets deployed to the studio members
Provide support for MacOS, iOS, and internally deployed software
Provide basic system account management
Diagnose and troubleshoot issues related to basic network connectivity
Provide remote support to production clients via written, voice, or video sessions
Provide a best-in-class and unique white glove Apple experience to Apple TV+ clients
Maintain close relationships and collaborate with Apple TV+ productions, partner teams, and IS&T departments
Develop and maintain a working knowledge of trends and best practices within Apple
Pay & Benefits
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.
Apple Inc.