Enterprise Technical Support Engineer - Tier 3Apple is seeking a Technical Support Engineer to work in the AppleCare Enterprise Services group, providing advanced technical assistance to ACES Enterprise customers deploying solutions based on Apple products. In this role, you will:Provide solutions to technical problems for system administrators deploying, managing, and integrating Apple products with third party products and server platforms or networks.Assist in creating and maintaining technical resource documents and other operational duties within the department.Work with customers to address post-sales technical customer support issues.Craft and supervise technical critical issues retaining customer issue ownership for timely follow-up.Collaborate with various multi-functional groups within Apple to resolve customer issues.Effectively position Apple's support products and technical solutions.Follow established procedures and maintain above-average attendance and phone metrics.Advocate for customer happiness and possess general knowledge of networking and server administration.Have experience with iOS, Windows, or Unix administration.Be self-motivated, flexible, and willing to accept additional responsibilities.Research, investigate, and provide high-quality responses to technical inquiries.Maintain authoritative knowledge of diverse technologies and be willing to pursue new roles and responsibilities.Key Qualifications:Ability to collect information and engage in complex problems.Experience with integrating, supporting, and troubleshooting Apple products in dynamic environments.Experience with client and device management tools, supporting and troubleshooting Microsoft and UNIX operating systems, and directory services.Knowledge of UNIX command-line, scripting, backup/restore operations, and network storage troubleshooting.Strong customer-facing interface skills with excellent written and verbal communication.Senior-level department server administration experience is a plus.Occasional domestic and international travel, after-hours, weekend, and on-call duty rotation.Education & Experience: Additional requirements: Apple is an equal opportunity employer committed to inclusion and diversity, providing reasonable accommodation to applicants with disabilities. Apple is a drug-free workplace.
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