Pearson Whiffin Recruitment Group
End User Support Specialist
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EUC Engineer – macOS / End User Support
We are looking for a proactive, customer-focused End User Computing (EUC) Engineer to join an IT support team, providing high-quality technical support across a predominantly macOS environment.
This is a hands-on, end-user-facing role, supporting employees with their day-to-day technology needs, ensuring laptops, mobile devices, applications and user access are working effectively. The ideal candidate will have macOS support experience, excellent troubleshooting skills and a genuine passion for delivering a great end-user experience. Exposure to JAMF or similar device management platforms would be highly advantageous.
Key Responsibilities
- Provide 1st and 2nd line technical support to end users, resolving hardware, software, connectivity and access-related issues.
- Support, configure, deploy and troubleshoot Apple MacBooks, macOS devices and mobile phones (iOS and Android).
- Manage the end-to-end device lifecycle, including laptop builds, provisioning, deployment, maintenance, replacement and decommissioning.
- Support user onboarding, offboarding and internal moves, ensuring devices, applications and access permissions are correctly provisioned.
- Administer user accounts, security groups and access permissions across corporate systems and applications.
- Troubleshoot issues relating to Microsoft 365, collaboration tools, VPN, Wi-Fi, email and other business applications.
- Assist with mobile device management (MDM), ideally using Jamf, including device enrolment, configuration, software deployment and policy management.
- Support identity and access management processes, including password resets, MFA, account provisioning and permissions management.
- Manage incidents and service requests through the IT service management platform, ensuring timely resolution and clear communication.
- Maintain accurate IT asset records, technical documentation and support procedures.
- Work closely with wider IT, infrastructure and security teams to escalate complex issues and improve the end-user computing environment.
- Deliver a professional, responsive and customer-focused IT support service.
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Skills & Experience Required
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Essential:
- Proven experience in an EUC Engineer, Desktop Support Engineer, IT Support Engineer or 2nd Line Support role.
- Strong hands-on experience supporting macOS and Apple hardware, particularly MacBooks.
- Experience supporting laptops, desktops, mobile devices and associated peripherals.
- Good understanding of user account administration, access permissions and identity management.
- Familiarity with device setup, imaging, configuration, software installation and troubleshooting.
- Experience working with IT ticketing systems and managing incidents and service requests.
Desirable:
- Exposure to Jamf Pro or other Apple device management solutions.
- Familiarity with Apple Business Manager and automated device enrolment.
- Experience administering Microsoft Entra ID (Azure AD), Active Directory or similar identity platforms.
- Understanding of endpoint security, device compliance and access control best practices.
- Experience supporting a mixed macOS and Windows environment.
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