Tier 3 Enterprise Technical Support Engineer
Apple
- Delivered advanced technical assistance to Apple Care Enterprise customers, deploying Apple products and integrating them with market solutions.
- Led the CoreOS subject matter expert group in EMEA, facilitating knowledge sharing and problem-solving sessions.
- Mentored new hires and rotations, enhancing team capability.
- Provided scripting support and suggestions, automating repetitive tasks and increasing team efficiency.
- Conducted in-depth root cause analysis using specific methodologies, resolving issues within SLA.
- Performed comprehensive log analysis using specific tools, identifying critical issues and improving troubleshooting accuracy.
- Troubleshot SSO solutions, reducing authentication issues through effective problem-solving techniques.
- Troubleshot and resolved enterprise network issues (Wi-Fi, VPN, 802.1X).
- Supported device management via MDM solutions (JAMF, AirWatch, Mobileiron), streamlining device configuration and deployment processes.
- Supported cross-platform integration of iOS, iPadOS, macOS, tvOS and WatchOS devices in Enterprise environments, enhancing system compatibility and user experience.
- Participated in beta testing new releases, providing feedback to the engineering team to ensure product quality and reliability.