Apple Technical Advisor - Japanese speaking

As a Japanese-speaking Apple Technical Advisor, you will provide world-class troubleshooting and technical support for macOS and iOS to global Cisco employees. This hybrid role involves resolving issues related to upgrades, authentication, network connectivity, MDM, and various applications. You will document support engagements, monitor trends, and collaborate with engineering and knowledge management teams to ensure exceptional support experiences and maintain productivity.

Must Have

• Provide world-class troubleshooting and technical support for macOS and iOS.
• Handle MacOS or iOS upgrades, initial setup, authentication, and password resets.
• Troubleshoot network connectivity, VPN, and Mobile Device Management (MDM) enrollment.
• Install, troubleshoot, and use macOS or iOS applications like Microsoft Office 365.
• Support computer peripherals and networking hardware setup, facilitate hardware repairs.
• Document support engagements thoroughly and monitor issue trends.
• Fluency in English and Japanese (read, write, speak).
• Two years of professional technical remote troubleshooting expertise with Apple devices.
• Experience in customer service or technical troubleshooting via phone and chat.
• Ability to convey technical ideas to a nontechnical audience.
• Flexible to work between 7:00 a.m. and 7:00 p.m AEST in a hybrid setting.

Good to Have

• Apple IT Certifications.
• Experience with IT Ticketing Systems.
• Familiarity with Networking technologies and concepts.
• Experience with Multi Factor Authentication (MFA) & Single sign-on (SSO).
• Ability to work independently, multitask, and prioritize tasks.

Meet the Team

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 Japanese-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 Australian working rights will be considered.

Your Impact

• 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

Minimum Qualifications:

• Ability to read, write, and speak fluently in English
• Ability to read, write, and speak fluently in Japanese
• Two years of professional technical remote troubleshooting expertise with Apple devices
• Experience in customer service or technical troubleshooting via phone and chat
• 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
• Experience with macOS and iOS applications and tooling such as Microsoft 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

Preferred Qualifications:

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