MacOS Support Engineer

106080.00 - 106080.00

Job description

Job Description:

Responsibilities:

Advanced Mac OS Support
Provide Tier 2/3 technical support for Mac OS environments, addressing issues with operating systems, hardware, software, and configurations.
Perform Mac OS installations, upgrades, and patching, ensuring that endpoints meet corporate security and compliance standards.
Configure and manage Mac-specific settings, preferences, and security features to support user productivity and data protection.

Hardware Troubleshooting And Support:

Diagnose and repair hardware issues for Macs (desktops, laptops) and related peripherals (monitors, docking stations, printers, etc.).
Assist with setup, deployment, imaging, and lifecycle management of Mac devices.
Liaise with vendors and third-party service providers for hardware repairs and warranty claims.
Mobile Device Integration.
Support Apple mobile devices (iPhones, iPads) in conjunction with Mac OS environments.
Ensure seamless integration of mobile and desktop environments, including secure access and application management.

ITSM And Documentation:

Use ITSM tools (e.g., ServiceNow, JIRA Service Management) to accurately log incidents, service requests, and hardware issues.
Document resolutions, workarounds, and best practices in knowledge base articles to empower self-service and reduce repeat incidents.
Analyze ticket trends to identify recurring issues and propose long-term solutions.

Onsite And Remote Support:

Provide remote troubleshooting and, when needed, travel to user locations to resolve hardware and software issues efficiently.
Support onsite activities including hardware moves, new deployments, and troubleshooting of Mac setups.
Maintain a valid driver's license for reliable transportation to company sites or user locations.

Collaboration And Continuous Improvement:

Work closely with the IT team to integrate Mac environments with Windows-based services and network infrastructure.
Collaborate with security teams to ensure Mac endpoints meet security standards, including encryption, secure boot, and MDM policies.
Identify opportunities to streamline Mac support processes and improve user satisfaction.

VIP And Executive-Level Support:

Provide specialized, white-glove support for VIP users, including senior executives and high-profile staff.
Ensure minimal downtime and a premium experience for executive Mac users.

Training And User Empowerment:

Educate users on Mac best practices, data security, and self-service resources.
Conduct periodic training sessions or one-on-one coaching to improve user confidence and efficiency with Mac systems.

Key Qualifications And Experience:

3+ years of experience in IT support roles with a strong focus on Mac OS and Apple hardware environments.
In-depth knowledge of Mac OS troubleshooting, performance tuning, and user support.
Familiarity with ITSM platforms (ServiceNow, JIRA, or similar) for tracking, documentation, and asset management.
Experience supporting Apple peripherals and hardware integrations in mixed environments.
Proficiency in user-focused communication and the ability to provide clear, patient technical guidance.
Understanding of basic networking, VPNs, and Wi-Fi troubleshooting for Mac OS environments.
Valid driver's license and willingness to provide on-site support across multiple locations.
Certifications such as Apple Certified Support Professional (ACSP) or ITIL Foundation are highly desirable.

Preferred Experience And Skills:

Experience with Mac device management tools (e.g., JAMF, Kandji) for enterprise-level support.
Familiarity with creative software workflows (e.g., Adobe Creative Cloud) in Mac environments.
Exposure to hybrid environments with both Mac and Windows systems.
Ability to create and present clear, user-friendly technical documentation and training materials.