As a member of the IT Technical Support Team, you will be responsible for supporting and maintaining the Welsh Rugby Union’s network of Apple macOS systems. This includes day-to-day administration, troubleshooting user issues, diagnosing software and hardware faults, and liaising directly with vendors and suppliers to resolve technical problems. The role may require travel between sites and occasional support at users’ homes. You will work closely with Rugby departments, providing general macOS support and contributing to research and development projects to enhance the IT environment.
Closing Date: 11/07/2025
The Person
* Experience of managing and using helpdesk solution for the business
* Excellent telephone manner and support skills
* Experience of supporting business key applications alongside IT Team members
* Strong interpersonal skills and relationship management.
* macOS & Apple Ecosystem Expertise: Strong experience supporting macOS in enterprise environments; desirable to hold Apple Certified Support Professional (ACSP) or equivalent certification.
* Mobile Device Management (MDM): Proficient in deploying and managing Apple devices using tools such as Kandji, AirWatch, Jamf, Meraki, and Apple Business Manager.
* IT Infrastructure & Networking: Solid understanding of IT hardware, software, and networking protocols, including TCP/IP, LAN, WAN, DNS, DHCP, and VPN configurations.
* Software Deployment & Application Support: Skilled in installing and supporting both general business and specialized software, including Microsoft 365, Adobe Creative Suite, Final Cut Pro, and sports analysis software such as Hudl Sportscode.
* Cloud Services & SaaS Platforms: Experience managing cloud-based applications, helpdesk systems, collaboration platforms (e.g., Google Workspace, Microsoft Teams), and knowledge base tools.
* Device & Server Management: In-depth knowledge of Synology NAS solutions and managing both on-premises and cloud storage systems.
* Cybersecurity Awareness: Strong understanding of cybersecurity principles; capable of implementing policies, managing endpoint security, and ensuring data protection compliance.
* Cross-Platform Troubleshooting: Proficient in troubleshooting macOS, iOS, and Windows OS issues; experience with Raspberry Pi setup/configuration is a plus.
* Hardware & Peripheral Support: Excellent hardware diagnostics and repair skills; experienced in supporting printers, scanners, copiers, and peripheral devices across network environments.
* AV & Meeting Room Technology: Capable of setting up and supporting AV systems, video conferencing tools, and meeting room technologies.
* Scripting & Automation (Optional): Familiarity with shell scripting, AppleScript, or automation tools to streamline Mac administration tasks is an advantage.
The Role
* Manage, configure, and maintain macOS devices across the organization.
* Perform system updates, patch management, and security updates.
* Ensure all devices are compliant with company policies and standards.
* Provide 1st to 3rd line technical support for Mac users.
* Troubleshoot hardware and software issues (locally and remotely).
* Support peripheral devices (printers, scanners, external drives, etc.).
* Deploy and manage Apple devices using Mobile Device Management (MDM) solutions such as Kandji, Jamf, InTune, Apple Business Manager.
* Enforce device security policies, manage app deployment, and oversee lost device tracking.
* Integrate macOS systems into Active Directory or other identity management platforms.
* Manage network settings and troubleshoot connectivity issues (Wi-Fi, VPN, LAN/WAN).
* Support file servers (e.g., Synology), NAS, or cloud file systems.
* Implement cybersecurity measures including encryption, antivirus, and firewalls.
* Conduct regular audits of security compliance.
* Manage user access controls and permissions.
* Install, configure, and manage business applications (e.g., Adobe Creative Cloud, Final Cut Pro, Microsoft 365).
* Ensure all software is licensed correctly and kept up to date.
* Monitor and manage backup systems for both user data and servers.
* Ensure disaster recovery processes are in place and tested.
* Work with IT leadership and other departments to support technology needs.
* Assist in IT projects including rollouts, upgrades, and system migrations.
* Set up and maintain AV equipment and video conferencing tools in meeting rooms.
* Provide technical support during events or meetings, both onsite and remotely.
* Maintain technical documentation, asset inventories, and support logs.
* Train users on best practices and new tools or systems.
WRU Requirements
The WRU require that individuals are proficient in IT skills, specifically Microsoft packages. Excellent written and verbal communications are essential, along with the ability to build strong relationships with internal and external stakeholders.
Ability to communicate through the medium of Welsh and a Valid UK Driver's License is desirable. This role is subject to a basic/enhanced DBS check.
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