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About the Role

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

Responsibilities

• MacOS or iOS upgrades and initial setup
• Authentication and password reset
• Network connectivity and VPN
• Mobile Device Management (MDM) enrollment
• Installation, troubleshooting and use of an array of macOS or iOS applications
• Support the setup of computer peripherals and networking hardware
• Facilitate hardware repairs or replacement
• Thoroughly document the support engagement
• Monitor issue trends to report through team leadership
• Be an advocate for the Apple ecosystem, sharing tips and tricks
• Stay up to date with Apple technology through internal training opportunities and monitoring technical publications and industry trends
• Collaborate with the Knowledge Management team to improve support content
• Maintain full ownership of cases to ensure exceptional support experience
• Communicate with engineering teams to find solutions and escalate issues
• Provide weekend on-call for Escalations/Operations (one weekend a month on average)
• Active participation in escalations, presentations, readouts and meetings during the workday while delivering consistent results in role
• Flexibility, adaptability, and urgency to manage multiple urgent requests with priority

Requirements

• Ability to read, write, and speak fluently in English
• Ability to read, write, and speak fluently in Japanese
• 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 nontechnical 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 new technical skills and apply these new skills to your support role.
• Apple IT Certifications
• Experience with IT Ticketing Systems
• Familiar with Networking technologies and concepts
• Experience with Multi Factor Authentication (MFA) & Single sign-on (SSO)
• Ability to work independently, multitask and prioritize tasks

Skills

• macOS
• iOS
• Microsoft Office 365
• Mobile Device Management (MDM)
• Networking technologies
• 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.
• Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless.
• We work as a team, collaborating with empathy to make really big things happen on a global scale.
• Because our solutions are everywhere, our impact is everywhere.
• We are Cisco, and our power starts with you.