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Apple Mac Support - 2nd line

Apple Mac Support - 2nd line

Apache Associates

Posted 11 hours ago, valid for 11 days

London, Greater London SW1A2DX, England

£40,000 - £46,000 per annum

Full Time

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Sonic Summary

The position is for a 2nd Line Apple Mac Support Specialist at an MSP client in London, offering a salary of up to £46,000 per annum.
The role involves managing support tickets, troubleshooting Apple Mac issues, and adhering to service processes while maintaining accurate records.
Candidates must have at least 4 years of experience in a Mac help desk environment, with the last 2 years specifically at the 2nd line level.
Required skills include proficiency in JAMF, JumpCloud, and Addigy, as well as experience with Windows desktop and server environments, MS365, AWS, DHCP, and DNS.
This is a full-time, on-site position based in the City of London, and only candidates meeting the specified criteria will be contacted.

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.

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