Apple Support Engineer
Conosco strives to create a strong, committed and inclusive workforce so whoever you are, wherever you’re from: you are welcome.
Apple Support Engineer - South Africa
The Role
The focus of the role is providing Apple specialist knowledge and support to the Support department. This includes aiding first response and escalation engineers with cases involving Apple devices and software, developing and running internal training courses for support engineers, and creating and maintaining support documentation. The role also includes monitoring and maintaining the MDM solutions used to manage client devices: updating software, responding to alerts, etc. You will also assist the Apple Support Specialist with Apple-related projects.
Job Responsibilities
- Technical assistance to first response and escalation engineers with:
- All types and models of Apple hardware, including both Intel and Apple Silicon Macs, iPhones, iPads, and Apple TVs.
- All versions of macOS as well as iOS, iPadOS and tvOS.
- Printing and scanning from Apple devices.
- 3rd Party applications such as Sage, Salesforce and SAP. For these applications, the engineers should be logging cases with the Vendor on behalf of the client / user and keeping them in the loop on the progress.
- Taking over support cases from the assigned engineer and completing them yourself when necessary.
- Maintaining Apple-related documentation.
- Providing internal training for first response and escalation engineers.
- Assisting the Apple Support Specialist with project work when required.
- Prompt and accurate updating of cases after carrying out work, including keeping time sheets updated.
- Communication with customers is critical and key, keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
- Providing out of hours assistance when required.
Job Duties
- Monitoring the Apple Support Queries channel for engineer help requests.
- Offering guidance and support to First Response and Escalation engineers on Apple related issues.
- Determining if a support case needs your direct attention and taking it over (only ever a last resort).
- Developing and delivering internal training programs for the engineers.
- Monitoring the status of the MDM services we use for Apple device management (Addigy, Jamf and Intune) and responding to alerts.
- Maintaining the MDM services, including updating software packages.
- Working with our RMM solution, N-Central, when providing support to users.
- Updating the Apple knowledge base that engineers use when working on client cases:
- General knowledge
- Tips and tricks
- How-to-guides
- Maintaining client documentation as it relates to their Apple devices, software, and services.
- Ensuring every client has up-to-date and comprehensive Mac conform, transfer and disposal guides.
- Assisting with the Apple Support Specialist’s projects, including onboarding new clients, testing new macOS versions, improving automation of Mac support, etc.
- Being, the on-call contact for Mac escalations OOH
Essential Skills
- Apple ACSP certification (awarded within the last 3 years).
- At least 5 years’ experience with supporting macOS.
- Exceptional verbal, written and presentation skills.
- Willingness and drive to implement the right solutions, not the easy ones.
- Very strong knowledge and experience with using and troubleshooting Microsoft 365 applications on Mac
- Experience supporting Macs in mixed environments, specifically with Active Directory, Entra ID, and Google Workspace.
- Experience working with an Apple-compatible MDM or UEM solution.
Beneficial Skills
- Working experience with at least one of these MDM solutions:
- Addigy
- Jamf
- Intune for macOS/iOS/iPadOS
- Ivanti Neurons MDM (formerly MobileIron) for macOS/iOS/iPadOS.
- Working experience with N-Central RMM for macOS.
