Desktop Support Mac Specialist

Your role:

We are seeking a Desktop Support Specialist, Apple - L3 to join our team. In this role, you will provide advanced technical and end-user support for desktop and laptop workstations, client-server applications, and all corporately provisioned devices, with a strong focus on Apple technologies including iMac, MacBook, Mac Mini, Mac Studio, iPhone, iPad, Apple TV, Apple accessories, macOS, and iOS.

As a subject matter expert, you will take the lead in resolving the most complex technical issues escalated to the Desktop Support team. Your work will involve troubleshooting and resolving hardware, software, and operating system issues across a wide range of devices, while also maintaining and improving corporate support systems such as automated desktop provisioning and desktop management platforms. The role also includes enhanced support for non-Windows operating systems and, when required, providing on-site “hands and feet” assistance for networking appliances and servers.

Success in this position requires not only technical expertise but also initiative, sound judgment, problem-solving ability, and strong communication skills. You will thrive working both independently and collaboratively with the wider team to deliver timely, effective support.

Your responsibilities:

• Timely and high-quality delivery of corporate services and assets such as the provisioning and setup of employee hardware (desktop, laptop, mobile device, workstation, and workspace), applications and overall management of corporate assets.
• Assist with the installation, configuration and ongoing usability of computers, peripheral equipment and software for both local and remote users.
• Coordinate the build, test, and deployment of installer packages, application updates, and operating system updates.
• Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported: operating systems, applications, hardware, and peripherals including but not limited to macOS, iOS, Microsoft Office Suite, Anti-Virus, Adobe, AirWatch, Boxer, Corporate Mobile Devices, Tablets. Knowledge of Windows and Linux operating systems is an asset.
• Implement and maintain lifecycle processes for Apple devices from procurement through decommission, integrating asset tracking and compliance monitoring.
• Perform any necessary upgrades on systems to ensure their longevity.
• Support and troubleshooting to most common Macintosh applications like Adobe apps and Thunderbird.
• Tickets and ticketing system including creation, administration, action, and closure of assigned work request tickets.
• Evolution and support of the desktop deployment automation tool suite.
• Mass upgrades and patch management of Mac OS and Software
• Ability to navigate Active Directory in support of user object and computer object related issues
• Collaborate with InfoSec to enforce macOS security baselines and manage encrypted deployments, device hardening, and compliance reporting.
• Updating and enhancing internal procedures and ensuring that all documentation, runbooks, knowledge base (kb) articles, project plans, business cases, and Method of Procedures (MoPs) are up to date.
• Ability to contribute to team strategy discussions.

About you:

• A post-secondary degree or diploma in Information Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and experience.
• 5+ years’ experience building, troubleshooting, and repairing Apple hardware in an enterprise environment.
• 5+ years’ experience supporting Mac operating Systems.
• Extensive experience with and knowledge supporting AirWatch or other MDM platforms.
• MDM Ownership - Own the architecture, configuration, and enhancement of our MDM instance. Develop custom policies, profiles, and packages to support business needs.
• In depth knowledge of Apple Mac client and server operating systems and Client Management tools
• Experience and knowledge of additional operating systems and associated hardware including Microsoft Windows, Linux products and Android, is an asset.
• Demonstrated knowledge of Microsoft Active Directory and MAC integration with Microsoft Active Directory.
• Enhanced knowledge and working experience with end-user applications including AntiVirus, Adobe Products, Microsoft Office Suite, boxer, Cisco AnyConnect, Cisco Jabber, docker and Zoom.
• Working knowledge of VMware virtualization, both client and server.
• Working knowledge of Networking principles.
• Working knowledge of Enterprise unified communication systems.
• Enhanced experience with scripting for Mac and zero-touch computer deployments.
• Enhanced knowledge and experience with Desktop Support Management and MDM tools.
• Full understanding of local area networking and the setup and configuration of end user devices, such as computers, printers, and other wireless devices.
• Demonstrated ability to learn quickly and work both collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment.
• Ability to prioritize assigned workload and respond quickly to critical issues.
• Comfortable working under pressure in a fast-paced setting.
• Excellent interpersonal and communication skills in both verbal and written English
• Highly resourceful with good problem-solving abilities and an enthusiastic commitment to continual learning including CI/CD.