Apple Technical Advisor - Japanese speaking

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 Advisors across the globe.

As an 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.

Your Impact

MacOS 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 escalate issuesIn addition to these core responsibilities, successful candidates may participate in Escalation Desk or other tasks 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 roleFlexibility, adaptability, and urgency to manage multiple urgent requests with priority
Minimum Qualifications

Ability to read, write, and speak fluently in EnglishAbility to read, write, and speak fluently in JapaneseTwo years of professional technical troubleshooting expertise with Apple devicesExperience in customer service or technical troubleshooting via phone and chatAbility 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 environment Experience with macOS and iOS applications and tooling such as Microsoft 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 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 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

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.