Apple Technical Advisor

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Who We Are

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 Advisors across the globe.

Who You Are

As an 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 constantly evolving 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.

Main responsibilities include the following:

Engage global Cisco employees via chat and phone to support technical issues on their Mac or iOS device. Issues such as:

• 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

Minimum requirements include:

• Two years of professional technical troubleshooting expertise with Apple devices as well as experience in customer service or technical troubleshooting via phone and chat

• Experience in the use, set up and troubleshooting of macOS and iOS in a business environmentwith tooling such as Microsoft Office 365

• Technical proficiency, with a highly developed ability to acquire new technical skills and apply these new skills to your support role

• Excellent (English) oral and written communication skills

• Flexible to work between the hours of 7:00 a.m. and 7:00 p.m CST in a hybrid work setting

Preferred Qualifications:

• Apple IT Certifications

• Experience with the technologies used in Mobile Device Management (MDM)

• Experience with IT Ticketing Systems

• Familiar with Networking technologies and concepts

• Experience with Multi Factor Authentication (MFA) & Single sign-on (SSO)

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.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.