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 a Japanese-speaking 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.
Only candidates with Australian working rights will be considered.
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
* Two years of professional technical remote 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
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.