The AMR IS&T team is responsible for partnering with Apple’s 3rd Party Logistics providers to ensure desktop systems and IT infrastructure effectively support Apple’s current and future needs. This position is expected to support Apple IT infrastructure deployments in third-party logistics centers, working closely with several cross-functional teams to ensure that Apple’s Logistics business is fast, efficient, and reliable! A blend of business and technical acumen coupled with desktop management discipline is critical to success in this role. You will maintain strong awareness of the processes and systems utilized by all AMR Logistics lines of business, with an emphasis on warehouse operations. You will have a proven track record of learning new things, working with others to solve sophisticated problems, analyzing trends to innovate, and finding new opportunities to improve business efficiency. The role will be based in Sacramento or Austin but will manage support for the wider AMR region. Some travel (both domestic and international) and occasional work during non-standard business hours will be required. The ideal candidate possesses a strong customer experience ethic, has top-notch communication skills, displays creativity, and appreciates fully the core strengths that make Apple’s products easy to use!

DESCRIPTION

The Desktop Support Engineer is an advocate for Apple’s internal users across AMR Logistics business units. We are looking for a candidate who is self-driven, can constantly research and suggest the latest technologies, independently troubleshoot technical issues, and work with teams of developers, engineering project managers, end users, and test engineers who take pride in building client and server solutions. Seek out challenges and deliver thoughtfully designed work which maximizes ease of use across a variety of audiences while remaining true to Apple’s history of clean, aesthetically pleasing interfaces and materials. Develop and maintain a working knowledge of trends and best practices within Apple.

ADDITIONAL SKILLS INCLUDE:

• Ability to gather information and solve complex problems.
• Collaborate with other teams, including Sales, Readiness, and Software Engineering, to investigate and resolve issues impacting Apple products.
• Ability to see past the question and understand the underlying need. Know when it’s necessary to address the actual need instead of just answering the question.
• Demonstrate excellent communication skills, and adapt you communication style to the audience.
• Identify development opportunities, both for individuals and teams, in the AppleCare -Enterprise Services organization. Be a mentor and contribute to their ongoing development.
• Take on challenges in unfamiliar areas and drive to a resolution.
• Know when the resolution is asking someone else, and seek out who that someone is.
• Continuous monitoring of feature updates and bug fixes.
• Leading information exchange: gather groups of people together for testing and information exchange.
• Reproduction of customer issues: isolating them to their core reproduction steps to expedite resolution from engineering.
• Leadership attributes such as: Ability to see around corners; Ability to drive what matters; Ability to constantly fight for excellence.
• Competencies such as: Having a strategic mindset, Building effective teams, Persuasion, Managing complexity

MINIMUM QUALIFICATIONS

• 5 years of related experience in an IT or other technical support capacity working with Linux, UNIX, and macOS and iOS-based platforms
• 5 years experience maintaining a large deployment of systems managed by a Mobile Device Management (MDM) platform
• 5 years Jamf experience with a minimum Jamf 300 certification level
• BS or MS in Computer Science or equivalent work experience

PREFERRED QUALIFICATIONS

• 3 years familiarity with general information security best practices for desktops
• Occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues is required
• 2 years experience with Nginx.
• 2 years experience with FileMaker
• Ability to work well on a team, at the same time demonstrating individual responsibility and unmatched work ethic
  Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .
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• Providing end-to-end administration and MDM management for an Enterprise Environment in North and South America.
• Utilizing industry-standard remote management tools such as Jamf and Apple Remote Desktop.
• Creating, maintaining, and modifying Jamf policies to support the operations of AMR logistics centers.
• Posting new and updated software packages and ensuring proper updates are made to the MDM server.
• Assisting with the scoping, identification, and grouping of new and existing systems within warehouse locations.
• Providing production support and troubleshooting imaging and deployment issues raised by the field.
• Assisting with the deployment of new sites and their onboarding into the Corporate MDM environment.
• Assisting with maintenance and new deployment projects within existing warehouse locations.
• Participating in regular “health-checks” to ensure proper operation and functionality at third-party locations.
• Partnering with business teams throughout the Americas region to ensure effective communication and resolution of issues, aligning with IS&T standards.
• Regularly meeting with internal support groups to foster collaboration, sharing, and regular reporting of ticketing trends and behaviors.
• Leading projects from inception through delivery, ensuring ongoing support strategies for any implemented tools or technology.