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- Tasks: Manage support tickets and resolve Apple Mac issues efficiently.
- Company: Join a leading MSP in London focused on top-notch IT support.
- Benefits: Competitive salary up to £46k pa with opportunities for growth.
- Why this job: Be part of a dynamic team, tackling exciting tech challenges daily.
- Qualifications: 4+ years in Mac support, 2+ years at 2nd line level required.
- Other info: This role is 100% on-site in the vibrant City of London.
The predicted salary is between 36800 - 50400 £ per year.
Apple Mac Support Specialist (2nd Line) – JAMF – London – to £46k pa
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 help desk 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 100% on-site based in the City of London.
Due to the volume of applicants we can only respond to candidates matching the above criteria.
Apple Mac Support Specialist (2nd Line) employer: Apache Associates
Contact Detail:
Apache Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Apple Mac Support Specialist (2nd Line)
✨Tip Number 1
Make sure you are well-versed in JAMF, JumpCloud, and Addigy. Familiarize yourself with their functionalities and best practices, as this knowledge will be crucial during the interview process.
✨Tip Number 2
Brush up on your troubleshooting skills specifically for Apple Mac issues. Be prepared to discuss real-life scenarios where you successfully resolved complex problems, as this will demonstrate your expertise.
✨Tip Number 3
Stay updated on the latest IT trends and technologies related to Apple products. Showing that you are proactive about learning can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with ticket management systems and how you prioritize tasks. Being able to articulate your approach to meeting SLA targets will be key in showcasing your fit for the role.
We think you need these skills to ace Apple Mac Support Specialist (2nd Line)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Mac support, particularly with JAMF, JumpCloud, and Addigy. Include specific examples of how you've managed support tickets and resolved technical issues.
Craft a Strong Cover Letter: In your cover letter, emphasize your 4+ years of experience in a Mac help desk environment and your ability to meet SLA targets. Mention your familiarity with MS365, AWS, DHCP, and DNS to showcase your comprehensive skill set.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your troubleshooting abilities and your approach to achieving first-time resolutions. Highlight any instances where you escalated complex issues effectively.
Follow Application Instructions: Ensure you follow any specific application instructions provided by the company. This may include submitting your application through their website or including certain documents. Attention to detail is key!
How to prepare for a job interview at Apache Associates
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Apple Mac support, especially with JAMF, JumpCloud, and Addigy. Highlight specific examples of how you've resolved complex issues in the past.
✨Demonstrate Problem-Solving Abilities
During the interview, be ready to walk through your troubleshooting process. Explain how you prioritize support tickets and ensure first-time resolutions, as this aligns with their emphasis on quality service.
✨Familiarize Yourself with Emerging IT Trends
Stay updated on the latest trends and technologies in IT, particularly those relevant to Apple products. This will show your commitment to continuous learning and your ability to adapt to new challenges.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-world scenarios. Practice articulating how you would manage a high volume of support tickets while adhering to SLA targets and maintaining detailed records.
