Mac Support Specialist – 2nd line

Apache Associates

Our MSP client is looking for a 2nd Line Apple Mac Support specialist to join their team based in London.

Your duties and responsibilities will be:

• Efficiently manage and prioritise support tickets, ensuring resolutions align with SLA targets, troubleshooting and resolving Apple Mac issues.
• Adhere strictly to service processes
• Maintain accurate, comprehensive ticket records and consistently update clients
• Emphasise quality and first-time resolution, avoiding temporary fixes
• Escalate complex issues appropriately, ensuring tickets are detailed for efficient handover
• Persistently work towards solutions, while recognising when escalation is necessary
• Aim to meet daily ticket resolution goals
• Provide on-site support
• Diagnose and resolve technical issues following best practice protocols
• Stay informed about emerging IT trends and technologies

It is expected that you will have at least 4 years experience of working in a Mac environment with the last 2 years working at 2nd line. You will have solid experience of Mac support with JAMF, JumpCloud and Addigy coupled with Windows desktop and server experience. In addition you will have some experience of the following – MS365, AWS, DHCP and DNS.

This role is a Hybrid position between Home working and London office base.

Due to the volume of applicants we can only respond to candidates matching the above criteria.