Description:
Our UK-based client is an innovative technology solutions providerspecialising in IoT, voice & data, cyber security, IT, cloud, and mobile services. They pride themselves on their responsive support, deep technical expertise, and people-first approach.
Due to continued growth, they’re looking for an experienced T Service Desk Engineer – 2nd Line (Mac Specialist) to join their growing Managed Service Provider (MSP) team. This is an exciting opportunity for a skilled IT professional with strong Mac support expertise to work remotely with a dynamic and fast-paced UK IT environment.
As a key member of the service desk team, you will provide high-quality technical support to a wide range of clients, ensuring exceptional service delivery across both Mac and Windows systems. You will act as the subject matter expert for all Mac-related incidents and requests, offering guidance and mentoring to other engineers when needed.
This is a remote position open to those living anywhere in South Africa.
Duties & Responsibilities
- Provide 2nd Line IT support to clients via remote service desk tools, ensuring timely and professional resolution of all incidents.
- Diagnose and troubleshoot a wide range of hardware, software, and network issues across Mac and Windows environments.
- Configure, deploy, and manage Apple devices using MDM platforms such as Intune, Jamf, or Kandji.
- Administer and support Microsoft 365 environments, including Exchange Online, SharePoint, Intune, and Defender.
- Manage Exchange Message Tracing, email archiving, and SharePoint setup and permissions.
- Perform Intune App Deployments and configure Defender Policies for endpoint protection.
- Build, install, and maintain both Mac and Windows systems to ensure optimal performance and security.
- Provide mentorship and technical guidance to team members on Mac-related issues.
- Maintain accurate documentation of tickets, procedures, and system configurations.
- Ensure adherence to SLAs, maintaining a high first-time fix rate and excellent customer satisfaction.
- Contribute to continuous improvement by identifying recurring issues and recommending proactive solutions.
Skills, Experience & Requirements
- Minimum of 3 years’ experience in an IT support or service desk role, preferably within a Managed Service Provider (MSP) environment.
- Proven experience supporting Mac users and devices in a professional capacity.
- Proficiency in macOS, Microsoft 365 administration, and Windows 10/11 environments.
- Experience with Exchange, SharePoint, Intune, and Defender administration.
- Skilled in configuring Capacitor and Cordova plugins, offline storage, and geolocation features (advantageous).
- Understanding of networking fundamentals, VPN setup, and remote management tools.
- Strong troubleshooting skills with a methodical and proactive approach to issue resolution.
- Excellent communication and documentation skills, with a commitment to outstanding customer service.
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.
