Meet the TeamYou 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.Your ImpactMacOS or iOS upgrades and initial setupAuthentication and password resetNetwork connectivity and VPNMobile Device Management (MDM) enrollmentInstallation, troubleshooting and use of an array of macOS or iOS applicationsSupport the setup of computer peripherals and networking hardwareFacilitate hardware repairs or replacementThoroughly document the support engagementMonitor issue trends to report through team leadershipBe an advocate for the Apple ecosystem, sharing tips and tricksStay up to date with Apple technology through internal training opportunities and monitoring technical publications and industry trendsCollaborate with the Knowledge Management team to improve support contentMaintain full ownership of cases to ensure exceptional support experienceCommunicate with engineering teams to find solutions and elevate issuesAdditional ResponsibilitiesIn addition to these core responsibilities, successful candidates will participate in Escalation Desk and/or our Change Management program after 6 to 12 months in the role.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 roleFlexibility, adaptability, and urgency to manage multiple urgent requests with priorityMinimum QualificationsAbility to read, write, and speak fluently in EnglishAbility to read, write, and speak fluently in Mandarin‐ChineseTwo years of professional remote technical troubleshooting expertise with Apple devicesAbility to convey technical ideas and troubleshooting information to a nontechnical audienceExperience in the use, set up and troubleshooting of macOS and iOS in a business setting including MS Office 365Experience 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 roleFlexible to work between the hours of 7:00 a.m. and 7:00 p.m.
AEST in a hybrid work settingOnly candidates with full Australian working will be consideredPreferred QualificationsApple IT CertificationsExperience with IT Ticketing SystemsFamiliar with Networking technologies and conceptsExperience with Multi Factor Authentication (MFA) & Single sign‐on (SSO)Ability to work independently, multitask and prioritize tasks
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📌 Apple Technical Advisor - Mandarin Speaking (New South Wales)
🏢 115 Cisco Systems Australia Pty
📍 New South Wales