Apple Technical Advisor

Meet the Team
You will work directly with your team of Apple Technical Advisors, while also working in tandem with Cisco's Engineering and Knowledge Management teams as well as fellow Apple Technical Advisors across the globe.

As an Apple Technical Advisor, you'll be a friendly voice, providing world-class troubleshooting and technical support. You'll continue to keep your skills sharp by learning about the ever-changing macOS and iOS, monitor trending issues and creatively work to solve these issues to keep Cisco employees online and productive. You'll be the first line of support for global Cisco employees.

Your Impact

• 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

• In addition to these core responsibilities, successful candidates will participate in Escalation Desk and/or our Change Management program after 6 to 12 months in role. These additional responsibilities can include:

• 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

Minimum Qualifications:

• Ability to read, write, and speak fluently in English
• Ability to read, write, and speak fluently in Japanese, Korean, and/or 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 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.
• Flexible to work between the hours of 7:00 a.m. and 7:00 p.m AEST in a hybrid work setting

Preferred Qualifications:

• 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

#WeAreCisco

WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us

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