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Apple Mac Support Specialist

2 months ago

London, Greater London, United Kingdom Apache Associates Full time

Job Summary:

We are seeking a highly skilled Apple Mac Support Specialist to join our team at Apache Associates. As a 2nd Line Apple Mac Support specialist, you will be responsible for efficiently managing and prioritizing support tickets, ensuring resolutions align with Service Level Agreement (SLA) targets.

Key Responsibilities:

  • Technical Support: Troubleshoot and resolve Apple Mac issues, adhering to best practice protocols and ensuring quality and first-time resolution.
  • Service Delivery: Maintain accurate and comprehensive ticket records, consistently updating clients and escalating complex issues appropriately.
  • Collaboration: Work closely with the team to meet daily ticket resolution goals and provide on-site support as needed.
  • Professional Development: Stay informed about emerging IT trends and technologies, including JAMF, JumpCloud, and Addigy.

Requirements:

  • At least 4 years of experience in a Mac help desk environment, with the last 2 years working at 2nd line.
  • Solid experience of Mac support with JAMF, JumpCloud, and Addigy, coupled with Windows desktop and server experience.
  • Experience with MS365, AWS, DHCP, and DNS.

What We Offer:

A 100% on-site based role in the City of London, with opportunities for professional growth and development in a dynamic and supportive team environment.