Production Support Engineer

The IS&T Services Technology team is responsible for the technology strategy, delivery, and sustainment of IT systems that power Apple's Services organization. The team ensures technology and business strategies remain tightly aligned through cross-functional partnerships, knowledge of industry trends, and familiarity with the broader Apple technology landscape. Members work closely with leadership, business stakeholders, engineers, vendors, information security, and others to deliver a technology ecosystem that meets the demands of a high-growth organization.

**Description**

We are looking for a Production Support Engineer to join our team. The role primarily provides technical support to various individuals within the features and television production environments, while also supporting broader media creation efforts across Apple. This includes supporting hardware and software solutions, troubleshooting issues, and ensuring seamless operations. A key part of the role is enabling and supporting end-to-end content creation workflows, ensuring that creative teams have the tools and technology they need to work efficiently and without interruption. This is a very fast-paced and highly demanding technical support environment that requires strong technical skills, attention to detail, and the ability to work collaboratively with various teams. If you have a strong commitment to customer success and a passion for making the production process easier through technology, this position is for you.","responsibilities":"Provide Tier 1-2 technical support for hardware, software, processes, and systems across production and media creation environments, diagnosing and troubleshooting issues to ensure seamless operations and data integrity both in-person and remotely

Utilize help desk software to prioritize, track, and coordinate incoming requests, ensuring timely resolution and clear communication with end users

Support and maintain content creation workflows, ensuring creative teams have uninterrupted access to the tools and systems they need

Foster strong relationships with Apple Studios production teams, broader media creation teams, and IS&T departments across Apple to facilitate effective collaboration and communication across multiple concurrent productions and projects

Create an exemplary customer service experience by responding to requests with urgency, professionalism, and a solutions-oriented mindset

Stay informed about emerging technologies, industry trends, and best practices relevant to media production and content creation to continuously improve the support experience

**Preferred Qualifications**

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience

Experience in a technical support or IT engineering role, preferably within a media, entertainment, or content creation environment

Experience supporting macOS and Apple hardware in a professional setting

Experience supporting media production workflows in a professional environment

Experience working with and supporting cross-functional teams across a large, complex organization

Experience using help desk or ITSM ticketing systems such as Zendesk or ServiceNow

Resourceful and adept at troubleshooting complex issues across diverse technical environments

Strong understanding of IT security best practices and the ability to apply them within a production environment

Excellent written and verbal communication skills, with the ability to bridge communication and coordinate work across diverse teams

Thrives in a fast-paced, ever-changing environment with multiple concurrent priorities

**Minimum Qualifications**

Experience supporting media production workflows, including familiarity with industry-standard tools and software used in film, television, or other media production environments

Proficient in supporting the Mac product line, including macOS, iOS, and Windows operating systems, as well as other computing devices

Experience administrating network storage solutions including NAS and SAN systems such as Jellyfish, QNAP, Quantum, Dell Isilon, and G-RAID

Solid understanding of IP networking and general network security concepts, including TCP/IP, IPv4, Layer 2, Layer 3, and VLAN fundamentals

At Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. As a registered Disability Confident employer, we will work with applicants to make any reasonable accommodations. Apple will consider for employment all qualified applicants with criminal backgrounds in a manner consistent with applicable law. Learn more