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Apple

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IS&T HelpLine Supervisor

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AppleIS&T HelpLine SupervisorSingapore
Details

Summary

Posted:
Role Number:200284825
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’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s 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. Are you passionate about understanding how new technologies work? Join the team that serves as Apple’s nerve center, our Information Systems and Technology group. There are countless ways you’ll contribute here, whether you are designing innovative solutions for complex problems, assisting with ongoing data security or coordinating technology needs related to product launches. Join our team, and together we’ll explore all the ways to help users continue to do their best work at Apple. 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 currently looking for a highly motivated, technically savvy, experienced Help Desk Supervisor who has excellent supervisory skills to join our HelpLine management team. This is a very fast-paced and highly demanding environment. If you are, we would like to talk to you.

Key Qualifications

  • 3-5 years of help desk, call center, or similar Supervisory experience
  • Knowledge of and experience with ACD telephone systems, help desk metrics, and KPIs
  • Desire and ability to work as part of a global team of managers in a fast-paced, highly demanding, and constantly changing IT environment
  • Experience with knowledge-base systems
  • Strong incident and problem leadership skills
  • Strong troubleshooting and problem resolution skills
  • Knowledge of IP networking, and basic IP network troubleshooting skills
  • Conceptual understanding of multi-tiered and web-based information systems architecture, and multi-tiered application troubleshooting skills
  • Strong risk management and information security knowledge, skills, and abilities
  • Excellent English oral and written communications skills
  • Good interpersonal communications and customer-service skills
  • Ability to maintain composure and focus in stressful situations
  • Superior time management and multi-tasking skills
  • Preferred Skills and Experience
  • Technical support experience with Apple products and services is preferred
  • Experience providing technical support for retail POS and other retail IT systems
  • Experience with SOX and PCI-DSS compliance
  • Experience with telephony systems
  • Advanced skills with Microsoft Excel

Description

The IS&T HelpLine provides technical support to Apple’s employees, contractors, and vendors throughout the world, 24 hours a day, 365 days a year. We support Apple’s products and services from hardware to software. We also support Apple’s world-class information technology infrastructure from the data and voice networks to each user’s Mac or iOS device…and everything in between. In this role you will be responsible for the Supervision and help desk operations and staff.

Education & Experience

Bachelor's degree in Computer Science, Information Systems, Communications or related field

Additional Requirements

  • Work hours are variable; weekend, holiday and on-call work required
  • 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.
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