·Extensive experience in customer support 

·Experience with macOS, iOS, and watchOS 

·Experience with data and voice network systems 

·Conceptual understanding of IP networking 

·Experience with IT service management or CRM system for tracking technical support cases 

·Experience with knowledge base systems 

·Excellent English language oral and written communications skills 

·Excellent telephone and email etiquette 

·Excellent interpersonal and problem solving skills to serve diverse customer base and deal effectively with issue escalations 

·Excellent time management and multitasking skills 

·Ability to work as part of a global team 

·Ability to handle a stressful support environment with multiple tasks to be completed in short periods of time, while at the same time keeping composed and in control 

·CCENT certification and a verifiable path for higher level Cisco certifications preferred 

·Proficiency in at least one of the following languages is preferred: Dutch, French, German, Italian, Spanish, Swedish, Turkish, Russian, Mandarin 

• Answer and respond to incoming support requests (telephone, web, and chat) in a timely and efficient manner

• Manage high priority IS&T issues and coordinate various support teams to drive issue resolution

• Manage the priority of requests through regular review of outstanding requests

• Review escalated requests for quality assurance through information accuracy and completeness

• Keep caller informed with up-to-date status of escalated requests

• Validate caller confirmation when closing support requests

• Maintain ongoing knowledge of Apple internal and external products

• Maintain communication among the team for any issues, customer problems, and application/procedural changes

• Assist in writing and clarifying departmental procedures

• Liaise with the regional HelpLine teams and other IS&T organisations

• Recommend and implement approved changes to improve efficiency

• Manage special projects as assigned by management

• Administer system security

• Meet service level agreements as defined with business units and the EMEIA IS&T HelpLine Team Leader

• Work 5-day weekly shifts that includes the 2 weekend days (Saturdays & Sundays), and bank holidays in rotation as agreed with the EMEIA IS&T HelpLine Team Leader