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About the Role

As an Apple Technical Advisor, you will provide world-class troubleshooting and technical support for Cisco employees. You will stay updated on macOS and iOS, monitor trending issues, and solve them to ensure productivity. You will be the first line of support for global Cisco employees.

Responsibilities

• Provide troubleshooting and technical support for macOS or iOS upgrades and initial setup.
• Assist with authentication and password resets.
• Troubleshoot network connectivity and VPN issues.
• Support Mobile Device Management (MDM) enrollment.
• Provide installation, troubleshooting, and usage support for macOS or iOS applications.
• Support the setup of computer peripherals and networking hardware.
• Facilitate hardware repairs or replacements.
• Document support engagements thoroughly.
• Monitor issue trends and report through team leadership.
• Act as an advocate for the Apple ecosystem, sharing tips and tricks.
• Stay up-to-date with Apple technology through training, technical publications, and industry trends.
• Collaborate with the Knowledge Management team to improve support content.
• Maintain ownership of cases to ensure an exceptional support experience.
• Communicate with engineering teams to find solutions and escalate issues.
• Provide weekend on-call support for escalations/operations (one weekend a month on average).
• Participate in escalations, presentations, readouts, and meetings.
• Manage multiple urgent requests with priority.

Requirements

• Ability to read, write, and speak fluently in English.
• Ability to read, write, and speak fluently in Mandarin.
• Two years of professional technical troubleshooting expertise with Apple devices.
• Experience in customer service or technical troubleshooting via phone and chat.
• Ability to convey technical ideas and troubleshooting information to a non-technical audience.
• Experience in the use, set up, and troubleshooting of macOS and iOS in a business environment.
• Experience with macOS and iOS applications and tooling such as Microsoft Office 365.
• Experience with the technologies used in Mobile Device Management (MDM).
• Technical proficiency with a highly developed ability to acquire and apply new technical skills.
• Flexibility to work between the hours of 7:00 a.m. and 7:00 p.m AEST.

Skills

• Troubleshooting
• Technical Support
• macOS
• iOS
• Customer Service
• Phone Support
• Chat Support
• MDM
• Microsoft Office 365
• Apple IT Certifications
• IT Ticketing Systems
• Networking technologies and concepts
• Multi Factor Authentication (MFA)
• Single sign-on (SSO)

Location

• Hybrid

Work Type

• Hybrid

Experience Level

• Two years of professional technical troubleshooting expertise with Apple devices

Education Level

• Apple IT Certifications

About the Company

• At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond.
• We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.
• These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
• Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions.
• We work as a team, collaborating with empathy to make really big things happen on a global scale.
• Our solutions are everywhere, so our impact is everywhere.