Production Support Engineer
UK Visa Sponsorship Analytics
Occupation Type
Production and process engineers
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£45,000
(£23.08 per hour)
Occupation rate applies
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Description
Summary
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
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
- Experience supporting media production workflows, including familiarity with industry-standard tools and software used in film, television, or other media production environments
- 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