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Technical Support Engineer (Italian) in Cork, Cork, Ireland

Apple

Job Summary:
Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have imagined — and now can’t imagine living without. Are you excited by the idea of making a real impact? If so, a career with Apple might be your dream job... Just be prepared to dream big!

Apple has been operating in Cork since 1980. We have grown to over 5000 employees, serving our customers through a wide range of critical business functions, which are key to Apple’s continued success. Teamwork is important at Apple, and every single day you will connect with and be supported by your peers and colleagues at one of the most diverse and inclusive companies in the world. As an individual, you will have responsibility for contributing to our continued success and be a key player within your job function. We support and promote career development throughout the organization, offering an exciting career with many opportunities to enable you perfect your existing skills - and acquire new ones

As a Technical Support Engineer you will be working in the AppleCare Enterprise Services (ACES) Technical Support group as a senior technical contact. You will provide sophisticated technical assistance via telephone, e-mail, and occasional on-site visits to ACES Enterprise customers deploying solutions based on Apple products.

This position is onsite in Lavitt’s Quay Cork, Ireland.

Key Qualifications:
•Ability to gather information and solve complex problems
•Experience with integrating, supporting and troubleshooting Apple products in complex environments
•Experience using client and device management tools such as Mobile Device Management software
•Experience configuring and deploying VPN solutions on Apple devices
•Experience supporting and troubleshooting Azure AD and Microsoft 365 used with Apple devices and federated services
•Experience using client and device management tools such as Mobile Device Management software
•Knowledge of Linux command-line, scripting, network storage troubleshooting is a plus
•Excellent Enterprise level customer-facing interface skills
•Willingness to work with team members asking and answering questions
•Excellent written and verbal communication skills and experience
•Normally requires previous senior-level department server administration experience

Description:
Provides solutions to technical problems for system administrators deploying, managing, and integrating Apple products with third party products and server platforms, or networks. Assists in the creation and maintenance of technical resource documents and other operational duties within the department.

Works with customers to address post-sales technical customer support issues. Creates and tracks technical escalations retaining customer issue ownership in order to provide timely follow up with customer as required. Researches order and repair status for customers. Works with many cross functional groups including Apple Sales, Product Engineering, Product Marketing, and service groups within Apple, to champion and resolve customer issues. Responsible for effectively positioning Apple's support products and technical solutions. Follows established procedures.

This person will be a strong advocate for customer satisfaction. Have excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and aptitude.

The ideal candidate will have maintained above average attendance and phone metrics in the most recently held support position. He or She will be a strong advocate for customer satisfaction. Have excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and aptitude. Solid experience with macOS, iOS, Windows, or Linux, administration is strongly desired.

General responsibilities include, but are not limited to, the following:

- Strong self-motivation
- Research, investigate and provide high quality responses to technical enquires
- Maintains an on-going expert knowledge of diverse technologies
- Flexibility to take on additional roles and responsibilities as they develop
- Troubleshooting macOS, iOS, and Apple services in heterogeneous environments
- Maintain knowledge of special contracts and procedures for high volume schools
- Able and willing to take on new roles, assignments and responsibilities as needed

Education:
Normally requires a BA/BS degree plus experience in a customer service/support environment, or equivalent experience.

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