Technical Support Analyst – HelpLine (IS&T)

About the role

Apple’s IS&T HelpLine is seeking a Technical Support Analyst to provide 24/7 assistance to employees, contractors, and vendors worldwide. You will troubleshoot hardware and software issues across Apple’s ecosystem, ensuring a seamless experience for users.

Key responsibilities

• Deliver technical support via voice, chat, email, and ticketing systems.
• Troubleshoot complex problems in Apple’s computing environment.
• Document problems, steps taken, and resolutions following established procedures.
• Manage support cases from initial contact through resolution, owning the overall experience.

Required profile

• 1‑2 years of hardware and software support experience for Macs, iOS devices, and Apple Watch.
• Strong troubleshooting and problem‑resolution abilities.
• Basic understanding of IP networking and network troubleshooting.
• Experience with an IT service management or CRM system for case tracking.
• Familiarity with a knowledge‑base system.
• Willingness to work a flexible schedule, including weekends and holidays.

Required skills

• Mac hardware and macOS support.
• iOS device support.
• Apple Watch support.
• IP networking fundamentals.
• IT service management / CRM tools.
• Knowledge‑base system usage.