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.
* Solid technical proficiency with:
o Jamf Pro (Apple device management)
o SCCM/Intune (Windows endpoint management)
o Microsoft 365 suite
o Adobe Creative Suite
o Active Directory & Azure AD
o OKTA SSO and MFA solutions
o Networking fundamentals (TCP/IP, Wi-Fi, VPNs)
o 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.