Apple Mac Support

Description

If you are an experienced Desktop Support Engineer with strong Mac experience we have a 2nd line role, we would like to discuss with you.

We are seeking a highly skilled Desktop Engineer with strong Mac experience to join our Service Desk team. This role will suit someone who enjoys a hands-on, customer-facing position, supporting colleagues across the business both in person and remotely. You will play a key role in ensuring users have the tools and systems they need to work effectively, with a focus on Apple Mac device management and support.

This is a 2nd line, office-based role providing a mix of face-to-face support via our walk-up “Techbase” (Genius Bar style) and remote assistance for colleagues across multiple time zones.

Key Responsibilities

* Provide 2nd line desktop support for Mac and Windows users across the organisation.

* Act as a subject matter expert for Apple Mac environments, including setup, troubleshooting, patching, and application support.

* Use Jamf for Mac management and SCCM/Intune for Windows environments.

* Deliver face-to-face technical support through our Techbase, ensuring a high-quality, customer-first experience.

* Support meeting room technology (AVI), including video conferencing and presentations.

* Provide remote support using tools such as Bomgar (experience with other platforms acceptable).

* Manage tickets effectively through ServiceNow, following ITIL-aligned processes.

* Maintain and troubleshoot network connectivity, Active Directory, and Azure AD accounts.

* Provide administration and support for applications including Microsoft 365, Adobe Suite, and OKTA SSO.

* Support mobile devices, telephony, and collaboration tools.

* Contribute to knowledge base documentation and continuous improvement of IT support processes.

Skills & Experience Required

* 3+ years’ experience in a desktop support or 2nd line IT role.

* Proven experience supporting Apple Mac environments in a corporate setting:

* Jamf Pro (Apple device management)

* SCCM/Intune (Windows endpoint management)

* Microsoft 365 suite

* Adobe Creative Suite

* Active Directory & Azure AD

* OKTA SSO and MFA solutions

* Networking fundamentals (TCP/IP, Wi-Fi, VPNs)

* ServiceNow (or similar ITSM tool)

* Experience working across multiple time zones.

* Strong understanding of ITIL practices and service management principles.

* Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.

* Relevant technical certifications (Apple, Microsoft, ITIL, Jamf) or equivalent experience

Ad ID: 5417237865