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Description

The IT Apple Support and End User Support Professional is responsible for deploying, configuring, maintaining, and supporting Apple macOS devices across the organization. This role ensures seamless onboarding, optimal performance, and secure Apple hardware and software operation. The specialist will be the subject matter expert (SME) for macOS environments and collaborate with cross-functional teams to support end-user productivity and IT compliance. Additionally, the specialist provides training to end users and IT staff on macOS systems and tools.

Primary duties/responsibilities:

Manage MacBook devices using tools like Apple Business Manager. Regularly review and enhance the build and configuration processes while providing best practices for updates and patch management.

Offer live support through phone, chat, or email.

Build strong relationships with customers by sharing a passion for Apple products.

Collaborate with team members and participate in training sessions to improve technical skills.

Assist in creating online support experiences for Apple, including editing content and designing user interfaces.

Maintain and update deployment workflows to align with OS upgrades and security policies.

Automate provisioning processes for new hires and device refresh cycles.

Provide Level 2 and Level 3 support for macOS-related incidents, such as OS issues, application crashes, network connectivity, and hardware diagnostics.

Troubleshoot Apple peripherals (e.g., Magic Mouse, keyboards, AirPods) and software (e.g., Safari, Mail, iWork, Microsoft 365).

Support remote users via MDM tools and remote desktop platforms.

Ensure that macOS devices meet enterprise security standards.

Apply OS patches and security updates in coordination with IT security teams.

Monitor compliance using endpoint management dashboards and audit logs.

Track Apple hardware inventory, manage asset tags, and coordinate device returns and replacements.

Maintain accurate records in ServiceNow or equivalent ITSM platforms.

In addition to supporting the Apple environment, assist end users with company laptops.

Perform incident ticket processes, responding to assigned tickets (routine and urgent) within the timeframe specified by the service level agreement and working through issues to resolution. Maintain appropriate documentation within the incident system as determined

Requirements

Technical proficiency with:

Endpoint Management Software

Familiarity with Apple Business Manager, Ivanti, Intune, WorkSpace One

Windows 10 and 11

Active Directory and Azure

VDI

LAN and WAN technology

Microsoft 365 suite

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