Production Support Engineer

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.

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

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