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- Tasks: Provide 2nd line support for Mac and Windows users, ensuring seamless tech experiences.
- Company: Join a dynamic team focused on innovative IT solutions and customer satisfaction.
- Benefits: Competitive salary, hands-on experience, and opportunities for professional growth.
- Why this job: Be the go-to tech guru, helping colleagues thrive with their Apple devices.
- Qualifications: 3+ years in desktop support, strong Mac expertise, and excellent communication skills.
- Other info: Work in a collaborative environment with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
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)
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Apple Mac Engineer - 2Nd Line Engineer - Desktop Engineer employer: Devonshire Hayes
Contact Detail:
Devonshire Hayes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Apple Mac Engineer - 2Nd Line Engineer - Desktop Engineer
✨Tip Number 1
Network, network, network! Reach out to your connections in the tech world, especially those who work with Apple products. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! If you’ve got a knack for troubleshooting or managing Mac devices, consider creating a portfolio or a blog. Share your experiences and solutions; it’ll make you stand out when we’re looking for someone like you.
✨Tip Number 3
Prepare for the interview by brushing up on common technical questions related to Mac support and ITIL practices. We love candidates who can demonstrate their knowledge and problem-solving skills on the spot!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Apple Mac Engineer - 2Nd Line Engineer - Desktop Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Apple Mac environments and desktop support. We want to see how your skills match the role, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about supporting Mac users and how you can contribute to our Service Desk team. Keep it friendly and professional!
Show Off Your Technical Skills: Don’t forget to mention your proficiency with tools like Jamf, SCCM, and ServiceNow. We love seeing candidates who are well-versed in the tech we use, so make sure to highlight these in your application.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our awesome team!
How to prepare for a job interview at Devonshire Hayes
✨Know Your Mac Inside Out
Make sure you brush up on your Apple Mac knowledge before the interview. Be prepared to discuss your experience with Jamf Pro, troubleshooting techniques, and any specific challenges you've faced in a corporate setting. This will show that you're not just familiar with Macs, but that you truly understand their intricacies.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, it's crucial to demonstrate your ability to provide excellent support. Think of examples where you've gone above and beyond for users, whether in person or remotely. Highlighting your communication skills and how you explain technical issues to non-technical users will set you apart.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL principles is key for this position. Be ready to discuss how you've applied ITIL practices in your previous roles, especially in ticket management and service delivery. This shows that you can effectively manage support processes and contribute to continuous improvement.
✨Prepare for Technical Questions
Expect some technical questions related to desktop support, networking fundamentals, and application management. Brush up on your knowledge of Microsoft 365, Adobe Suite, and Active Directory. Being able to confidently answer these questions will demonstrate your technical proficiency and readiness for the role.