Job Description
Company Overview
Apple Inc. is a global leader in consumer technology, designing and delivering innovative products such as the iPhone, iPad, Mac, Apple Watch, and a suite of services that empower millions of users worldwide. Apple’s commitment to privacy, accessibility, and seamless user experiences drives a culture of excellence and continuous learning. The company is expanding its AppleCare support teams to ensure customers receive expert assistance for mobile devices across the United States.
Key Responsibilities
- Provide first‑line technical support for iOS and iPadOS devices, troubleshooting hardware, software, and connectivity issues via phone, chat, and email.
- Diagnose and resolve problems related to Apple ID, iCloud services, app installations, and device activation.
- Utilize Apple’s internal diagnostic tools and Mobile Device Management (MDM) platforms to perform remote configuration, provisioning, and security compliance checks.
- Document all interactions in the ticketing system, ensuring accurate case notes and escalation when necessary.
- Collaborate with cross‑functional teams, including engineering, product, and field service, to convey recurring issues and contribute to knowledge‑base articles.
- Participate in ongoing training sessions to stay current on the latest iOS releases, hardware revisions, and support best practices.
Required Qualifications
- Minimum of two years’ experience in a technical support or help‑desk role focused on mobile devices, preferably within a consumer‑technology environment.
- Strong knowledge of iOS, iPadOS, and related Apple ecosystem services (Apple ID, iCloud, Apple Pay).
- Proven ability to troubleshoot hardware components such as batteries, cameras, and sensors, as well as software issues including OS updates and app conflicts.
- Excellent verbal and written communication skills, with a customer‑centric approach and the ability to explain technical concepts to non‑technical users.
- High school diploma or equivalent; associate degree or higher in information technology, computer science, or a related field is preferred.
Desired Skills
- Experience with Mobile Device Management (MDM) solutions such as Jamf, Microsoft Intune, or Apple Business Manager.
- Familiarity with scripting languages (e.g., Bash, Python) for automating routine support tasks.
- Certifications such as Apple Certified iOS Technician (ACiT) or CompTIA A+.
- Ability to work flexible shifts, including evenings and weekends, to meet global support coverage needs.
Compensation & Benefits
- Annual base salary range: $85,000 to $105,000, commensurate with experience and location (major U.S. tech hubs such as Cupertino, CA; Seattle, WA; Austin, TX).
- Comprehensive health, dental, and vision plans with low employee contributions.
- 401(k) plan with company match, employee stock purchase program, and annual performance bonuses.
- Generous paid time off, parental leave, and wellness resources.
- Ongoing professional development opportunities, including tuition reimbursement and internal certification programs.
How to Apply
Interested candidates should visit Apple’s Careers portal, search for “Mobile Device Support Specialist – AppleCare,” and submit an online application including a résumé and a brief cover letter outlining relevant experience. Selected applicants will be contacted for a virtual interview process.
Apple Inc. is a global leader in consumer technology, designing and delivering innovative products such as the iPhone, iPad, Mac, Apple Watch, and a suite of services that empower millions of users worldwide. Apple’s commitment to privacy, accessibility, and seamless user experiences drives a culture of excellence and continuous learning. The company is expanding its AppleCare support teams to ensure customers receive expert assistance for mobile devices across the United States.
Key Responsibilities
- Provide first‑line technical support for iOS and iPadOS devices, troubleshooting hardware, software, and connectivity issues via phone, chat, and email.
- Diagnose and resolve problems related to Apple ID, iCloud services, app installations, and device activation.
- Utilize Apple’s internal diagnostic tools and Mobile Device Management (MDM) platforms to perform remote configuration, provisioning, and security compliance checks.
- Document all interactions in the ticketing system, ensuring accurate case notes and escalation when necessary.
- Collaborate with cross‑functional teams, including engineering, product, and field service, to convey recurring issues and contribute to knowledge‑base articles.
- Participate in ongoing training sessions to stay current on the latest iOS releases, hardware revisions, and support best practices.
Required Qualifications
- Minimum of two years’ experience in a technical support or help‑desk role focused on mobile devices, preferably within a consumer‑technology environment.
- Strong knowledge of iOS, iPadOS, and related Apple ecosystem services (Apple ID, iCloud, Apple Pay).
- Proven ability to troubleshoot hardware components such as batteries, cameras, and sensors, as well as software issues including OS updates and app conflicts.
- Excellent verbal and written communication skills, with a customer‑centric approach and the ability to explain technical concepts to non‑technical users.
- High school diploma or equivalent; associate degree or higher in information technology, computer science, or a related field is preferred.
Desired Skills
- Experience with Mobile Device Management (MDM) solutions such as Jamf, Microsoft Intune, or Apple Business Manager.
- Familiarity with scripting languages (e.g., Bash, Python) for automating routine support tasks.
- Certifications such as Apple Certified iOS Technician (ACiT) or CompTIA A+.
- Ability to work flexible shifts, including evenings and weekends, to meet global support coverage needs.
Compensation & Benefits
- Annual base salary range: $85,000 to $105,000, commensurate with experience and location (major U.S. tech hubs such as Cupertino, CA; Seattle, WA; Austin, TX).
- Comprehensive health, dental, and vision plans with low employee contributions.
- 401(k) plan with company match, employee stock purchase program, and annual performance bonuses.
- Generous paid time off, parental leave, and wellness resources.
- Ongoing professional development opportunities, including tuition reimbursement and internal certification programs.
How to Apply
Interested candidates should visit Apple’s Careers portal, search for “Mobile Device Support Specialist – AppleCare,” and submit an online application including a résumé and a brief cover letter outlining relevant experience. Selected applicants will be contacted for a virtual interview process.
Required Skills
- Mobile
- Device
- Support
- Specialist