Hardware Prod Support Lead

Job description - • Customer-focused mindset with patience and empathy to support retail store teams to high standards • Fluent in written and spoken English, with strong reading comprehension skills • Ability to communicate technical information clearly and effectively to non-technical store employees • Strong documentation skills to accurately capture troubleshooting steps and resolutions within work notes of tickets • Proven experience diagnosing, troubleshooting and resolving issues • Basic understanding of networking concepts • Ability to confidently execute provided terminal commands and decipher output to aid in diagnostics • Ability to manage multiple tickets simultaneously while adhering to SLAs Roles & Responsibilities Troubleshoot hardware tickets with store employees using provided guidance • Determine whether hardware requires replacement or if issue can be resolved through remote intervention • Remotely configure cash drawers, receipt and label printers to standard • Order replacement hardware with respective warehouse, track delivery to store, complete any necessary configurations and ensure resolution • Escalate out of the ordinary or trending issues to Apple employeesRole Descriptions: Job description - Customer-focused mindset with patience and empathy to support retail store teams to high standards Fluent in written and spoken English| with strong reading comprehension skills Ability to communicate technical information clearly and effectively to non-technical store employees Strong documentation skills to accurately capture troubleshooting steps and resolutions within work notes of tickets Proven experience diagnosing| troubleshooting and resolving issues Basic understanding of networking concepts Ability to confidently execute provided terminal commands and decipher output to aid in diagnostics Ability to manage multiple tickets simultaneously while adhering to SLAsRoles Responsibilities Troubleshoot hardware tickets with store employees using provided guidance Determine whether hardware requires replacement or if issue can be resolvedthrough remote intervention Remotely configure cash drawers| receipt and label printers to standard Order replacement hardware with respective warehouse| track delivery to store| complete any necessary configurations and ensure resolution Escalate out of the ordinary or trending issues to Apple employees Essential Skills: hardware Desirable Skills: Keyword: Skills: EIS : Embedded Digital Hardware Design and Development~EIS : QA Inspection and Testing Skill Experience Required: 8-10Release Comments: