Responsibilities
- Provide expert-level technical assistance across Windows, macOS, and mobile platforms, with depth in macOS and the wider Apple ecosystem
- Act as the go-to escalation resource for macOS - covering deployment, configuration, patching, security, and advanced troubleshooting of Apple hardware and software in an enterprise environment
- Ensure seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely
- Take ownership of persistent or high-impact technical problems, applying deep diagnostic expertise
- Collaborate with infrastructure and application teams to escalate and resolve issues efficiently
- Maintain and enhance video conferencing systems, network connectivity, and shared office technologies
- Ensure meeting spaces and collaboration tools are reliable, user-friendly, and aligned with hybrid work needs
- Apply AI-driven applications and support tools - such as AI assistants, copilots, and intelligent diagnostics - to accelerate triage, troubleshooting, and resolution
- Design, build, and maintain workflow automations that streamline repetitive support tasks and operational processes, reducing manual effort and improving consistency
- Identify opportunities to embed AI and automation into service delivery and champion their adoption across the support team
- Ensure AI tools and automated workflows are used securely and responsibly, in line with IT governance and compliance standards
- Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions
- Provide input on planning, implementation, and post-deployment support
- Create and refine internal documentation, SOPs, and troubleshooting guides
- Contribute to team knowledge bases and mentor peers through structured learning and informal coaching
- Provide regional onsite support - onsite, with occasional travel to regional offices, to deliver hands-on support, assist with deployments, and build relationships with local teams
- Ensure consistent service standards across locations
Requirements
- Expert-level technical assistance across Windows, macOS, and mobile platforms
- Act as escalation point for complex technical issues beyond first-line resolution
- Maintain and enhance performance of end-user systems across mixed Windows and macOS environments
- Manage device configurations
- Apply deep diagnostic expertise and methodical approach to problem-solving
- Operate with high degree of autonomy
- Collaborate with cross-functional and cross-regional teams
- Shape technical documentation
- Participate in rollout of new technologies including AI-driven applications and workflow automation tools
Nice to Have
- Depth in macOS and the wider Apple ecosystem
- Experience mentoring junior support staff
- Experience leading initiatives that improve service delivery and user satisfaction
- Experience contributing to continual service improvement efforts
Work Arrangement
Hybrid
Additional Information
- Onsite support with occasional travel to regional offices
- Role involves mentoring junior support staff
- Participation in rollout of new technologies including AI-driven applications and workflow automation tools
