2nd line Apple Mac Engineer

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:

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