Senior Advisor - Apple SME

Pay Rate: $25 - $28/Hour

Responsibilities

• Provides Apple SME guidance to America’s technical support team.

• Client Experience manager focuses on colleague service experience with support team. Using analytical and subjective data to develop client experience improvement initiatives.

• Working directly with client executive leadership, consults and develops training initiatives and innovation projects.

• Design, develop and conduct new hire onboarding training.

• Strong communications and presentation skill requirement.

Must be able to lead both in person and virtual training classes.

• Prepares training materials and videos, develops instructors, leads classroom instructions.

• Assists in investigating and resolving complex installations and maintenance matters of significance.

• Provides on-site field support to customers including installation, and servicing and repairing systems and equipment.

Verifies and approves operational quality of system equipment.

• Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance.

• Instructs customers in the operation and maintenance of systems/equipment.

• Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.

• Acts as a liaison with customers on administrative and technical matters for assigned projects.

• Performs analysis and prepares reports on system problem trends and issues.

Basic Qualifications

• 5+ years of Apple support experience

• Ticket and asset management

• Strong hardware/software installation, support, and troubleshooting

• Demonstrated background in Mac OS and iOS support.

• Configuring new PC’s/notebooks via imaging, SCCM and standalone

• Remote Install software/hardware and support

Preferred Education and Training

• Associate degree in IT related field (minimum)

• Apple training/certification (preferred but not required)

• Apple Store experience (preferred but not required)

Work Environment

• Office environment

• Walk up kiosk.

• May require weekend work for Critical and High Priority support only.

• Will require shift work/On-call coverage.