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Customer Service Engineer - Unix Admin - Cupertino job

AppleCupertino, CA
Apple jobs

Company

Salary

Skills

Job Description

Summary

Do you love creating elegant solutions to highly complex challenges? Do you intrinsically see the importance in every detail? As part of our Silicon Technologies group, youll help design and manufacture our next-generation, high-performance, power-efficient processor, system-on-chip (SoC). Youll ensure Apple products and services can seamlessly and efficiently handle the tasks that make them beloved by millions. Joining this group means youll be responsible for crafting and building the technology that fuels Apples devices. Together, you and your team will enable our customers to do all the things they love with their devices. The Hardware Technology Compute and Storage Group has a rare opportunity available providing technical support for CAD and Engineering in our Silicon Technologies group. We are looking for a support oriented Customer Service Engineer to join our operations team. Your diverse background in system administration, excellent communication skills, sense of ownership, and commitment to produce your best work will make you successful supporting Apples custom silicon engineering teams. You will be working within a heterogeneous environment supporting Linux and MacOS. There is a full range of services that require customer support including account management, disk space allocation, virtual machines, VNC, compute and special purpose servers.

Key Qualifications

  • Typically requires 3+ years of Unix System Administration experience. Current knowledge of Linux is required.
  • Excellent customer service skills in an engineering environment.
  • Excellent independent research skills
  • Advanced knowledge in other software/protocols: VNC, X11, gitlab, Atlassian Jira & Confluence
  • Strong Shell environment knowledge (bash, tcsh) and Shell scripting experience
  • Ticketing system experience
  • Description

    You will use your engineering support experience in support of Apple's world class engineering teams. You must be skilled at researching solutions to issues using both internal documentation and external resources. Apple customer service engineering staff must possess the ability to effectively communicate with engineers and co-workers over the phone, in person, and via email or chat. Therefore, excellent oral and written communication skills are critical. Additionally, you will: - Follow department guidelines to assist engineers in gaining access to project related data. Adhere to Service Level Agreements (SLAs) in updating request tickets and resolving them.- Troubleshoot UNIX systems. This may include connectivity and remote access issues, secure access, disk space allocation, permissions issues and system error troubleshooting.- Set up virtual machines for users and special purpose use, initiating the kick-start process.- Demonstrate initiative and sound judgment within established guidelines and procedures to assist engineering customers in accessing systems and trouble-shooting infrastructure and environment problems.

    Education & Experience

    BA/BS Degree in a technical discipline or equivalent experience.

    Additional Requirements
    Estimated annual salary
    $43,786
    average
    Minimum
    $36,456
    Maximum
    $50,986

    TASKS

    • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
    • Check to ensure that appropriate changes were made to resolve customers' problems.
    • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
    • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

    SKILLS

    • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
    • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
    • SpeakingTalking to others to convey information effectively.

    KNOWLEDGE

    • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
    • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
    • Economics and AccountingKnowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
    • Sales and MarketingKnowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

    Apple

    Type

    Company - Public

    Size

    1-50

    Revenue

    $5M to $10M

    Location

    Multiple locations

    Industry

    Retail

    Founded

    1976

    CEO

    Tim Cook

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