•Providing technical support for business and education customers, Apple’s Pro-Apps, Server and Apple Configurator applications. •Case management, follow-up and follow-through. •Report to Corporate Support Engineering teams via bug tracking tools, emerging issues and/or complex technical issues in order to find resolution and to provide product technical feedback to Engineering teams. •Act as a point of contact to provide guidance and ensure rapid identification of emerging issues for professional solutions. •Assist in product readiness process as appropriate and needed - reviewing technical materials such as submitted articles, training materials, etc. •Report technical issues and keep the manager well-informed. •Maintains an ongoing expert knowledge of diverse technologies

• Provide assistance and guidance to Tier 1 advisors• Provide accurate and timely resolutions for issues beyond Tier 1’s responsibility• Interact with AASP/ARS/Resellers/Wireless Carriers in finding a resolution that will be acceptable to party concern• Provide high-quality support to maintain loyalty to the brand• Coordinate with other Apple departments to ensure the best possible service• Look out for any trending issues that might affect the business and notify the SSE about such occurrences

• Technical support for desktop/laptop hardware troubleshooting, operating system issues• Technical support for wireless (computer connection to wireless modem or router / WWAN or mobile broadband connection)• Premium technical support for Dell’s XPS system

• Technical support for desktop computers both hardware and preloaded software• Technical support for laptop computer both hard ware and preloaded software• Technical support for inkjet printer both hardware and communication issues• Technical support for wireless network configuration and security settings