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 Mandarin-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 full Australian working will be considered.
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
Ability to read, write, and speak fluently in English
Ability to read, write, and speak fluently in Mandarin-Chinese
Two years of professional remote technical troubleshooting expertise with Apple devices
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 including MS 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
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
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.