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Posted: Wednesday, February 7, 2018 10:53 PM

# Enterprise Services Technical Support Engineer
Job Number: 113417036
Austin, Texas, United States
Posted: 19-Jan-2018
Weekly Hours: 40.00
**Job Summary**
Works in the AppleCare Enterprise Services (ACES) Technical Support group as a senior technical contact providing advanced technical assistance via telephone, e-mail, and occasional on-site visits to ACES Enterprise customers deploying solutions based on Apple products.
This position can be onsite in Elk Grove, CA or Austin, TX.
**Key Qualifications**
* Ability to gather information and solve complex problems
* Experience with integrating, supporting and troubleshooting Apple products in complex environments
* Experience supporting and troubleshooting Microsoft and UNIX operating systems and directory services
* Experience using client and device management tools such as Mobile Device Management software
* Knowledge of UNIX command-line, scripting, backup/restore operations, network storage troubleshooting a plus
* Excellent Enterprise level customer-facing interface skills
* Willingness to work with team members asking and answering questions
* Excellent written and verbal communication skills and experience
* Normally requires previous senior-level department server administration experience
Provides solutions to technical problems for system administrators deploying, managing, and integrating Apple products with third party products and server platforms, or networks. Assists in the creation and maintenance of technical resource documents and other operational duties within the department.
Works with customers to address post-sales technical customer support issues. Creates and tracks technical escalations retaining customer issue ownership in order to provide timely follow up with customer as required. Researches order and repair status for customers. Reviews warranty claims. Works with many cross functional groups including Apple Sales, Product Engineering, Product Marketing, and service groups within Apple, to champion and resolve customer issues. Responsible for effectively positioning Apple's support products and technical solutions. Follows established procedures.
This person will be a strong advocate for customer satisfaction. Have excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and aptitude.
The ideal candidate will have maintained above average attendance and phone metrics in the most recently held support position. He or She will be a strong advocate for customer satisfaction. Have excellent general knowledge of networking and server administration, with strong technical foundation in troubleshooting theory and aptitude. Solid experience with Mac OS X Server, iOS, Windows, or Unix, administration is strongly desired.
General responsibilities include, but are not limited to, the following:
Strong self-motivation
Research, investigate and provide high quality responses to technical enquires
Maintains an on-going expert knowledge of diverse technologies
Flexibility to take on additional roles and responsibilities as they develop
Troubleshooting OS X, OS X Server, Airport, iApps, OS X Server, RAID, Xsan, and iOS devices
Arrange repairs for multiple product types
Maintain knowledge of special contracts and procedures for high volume schools
Able and willing to take on new roles, assignments and responsibilities as needed
Occasional (scheduled) domestic and international travel, after-hours, weekend, and on call duty rotation
Normally requires AA/AS degree or BA/BS plus 1-2 years of experience in a customer service/support environment, or equivalent experience.
**Additional Requirements**
Associated topics: assistant, client support, customer support, excel, help desk, msword, support, system support, technical support specialist, troubleshoot


• Location: Austin

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