{"title": "HelpLine Analyst, Cork", "summary": "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\u2019t just craft products - they build the kind of wonder that\u2019s revolutionized entire industries. It\u2019s 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. The Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple -- how we take an order online, the experience with technology in our retail stores, how much network capacity we need around the world, the processing of every credit card an iTunes customer uses, and closing the books. IS&T does it all. We are looking for a HelpLine Analyst to join our team. The IS&T HelpLine provides technical support to Apple\u2019s employees, contractors, and vendors throughout the world, 24 hours a day, 365 days a year. We support Apple\u2019s products and services from hardware to software as well as Apple\u2019s elite information technology infrastructure from the data and voice networks to each user\u2019s Mac or iOS device and everything in between. This is a very fast-paced and highly demanding internal help desk environment. If you have a strong passion to work in a growing environment of innovation while exuding deep collaboration skills, this position is for you. We\u2019re committed to helping employees explore their potential.", "description": "As an IS&T Analyst, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You will perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions. You will manage support cases and advocate for the caller by \u201cowning\u201d the issue and facilitating technical support from the initial contact to resolution. You will handle hierarchical and functional critical issues, while communicating with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.", "key_qualifications": "", "preferred_qualifications": "Cisco CCNA certification or working towards certification, Work hours are variable. This is a 24/7, 365 days per year environment, Weekend and holiday work required at times, This position is located at the Apple Campus in Cork; on-site work is a requirement., Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.", "education_experience": "", "additional_requirements": "", "pay_benefits": "", "company": "apple"}