It Systems Engineer ; Apple Specialist

Direct Reports: None

The IT Systems Engineer I (Apple Specialist) is responsible for delivering first-level technical support with a strong focus on Apple ecosystems, including macOS, iPadOS, and iOS. This role involves troubleshooting, configuring, and maintaining Apple devices and related services, ensuring seamless integration within enterprise environments. The engineer will also support general IT systems, document all activities in the ticketing system, and maintain high customer satisfaction through timely and accurate solutions.

• Respond to inbound tickets, phone calls, and chat requests for Apple-related technical issues.
• Diagnose and resolve basic macOS, iOS, iPadOS, and Apple peripheral issues, including connectivity, application errors, and performance problems.
• Manage Apple device lifecycle, including enrollment, configuration of user accounts, ensuring correct security settings and deployment using MDM solutions (e.g., Mosyle).
• Support Apple Business Manager and Volume Purchase Program (VPP).
• Support deployment of updates, patches, and standard applications in the Apple environment.
• Maintain and enforce Apple security standards (File Vault, Gatekeeper, System Integrity Protection).
• Record all support interactions, resolutions, and escalation steps in the MSP ticketing system.
• Route unresolved or complex Apple-related issues to Tier 2/Tier 3 engineers or the Escalations team as per Standard Operation Procedures.
• Work closely with Windows support peers to ensure seamless multi-platform support for clients with mixed environments.
• Provide basic “how-to” support to users on Apple hardware, OS features, and productivity apps.

• 1+ years of IT support experience, preferably in a managed services (MSP) or enterprise environment.
• Strong understanding of macOS, iOS, iPadOS, and related Apple software and services, and hardware troubleshooting. Apple Certified Support Professional (ACSP) and/or Apple Certified Technician (ACT) preferred.
• Familiarity with MSP Ticketing systems, preferably Connect Wise.
• Familiarity with Apple , iCloud services, and mobile device management (MDM) enrollment workflows.
• Experience with Apple MDM platforms, preferably Mosyle and Intune.
• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Working knowledge of Windows OS and Microsoft 365 environments.
• Excellent communication and customer service skills, strong problem-solving skills and attention to detail, and the ability to work in a fast-paced, multi-client environment.

• Proficient in supporting macOS, iPadOS, and iOS environments.
• Experience with Apple Business Manager and Volume Purchase Program (VPP).
• Familiarity with Apple device management platforms.
• Ability to troubleshoot Apple hardware (Mac Books, iPads, iPhones) and software issues.
• Knowledge of Apple , iCloud services, and MDM enrollment workflows.
• Understanding Apple security and privacy features, including File Vault, Gatekeeper, and System Integrity Protection.
• Working knowledge of Windows OS and common enterprise applications.
• Experience with ticketing systems and RMM support tools.
  
  Basic networking knowledge (TCP/IP, DNS, DHCP).
• Familiarity with Microsoft 365 and cloud-based productivity tools.

• Working knowledge of Windows OS and common enterprise applications.
• Experience with ticketing systems and RMM support tools.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Familiarity with Microsoft 365 and cloud-based productivity tools.

• First contact resolution rate.
• Ticket response and resolution time compliance.
• Customer Satisfaction scores (CSAT).
• Documentation accuracy in ticketing system and documentation platform.