iXceed Solutions
Information Technology Support Specialist
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Job Title: IT Support Specialist (macOS / Apple Support)
Location: Central London (Fully Onsite – 5 Days/Week)
Contract: 6–12 Months (Extension Possible)
We are looking for an experienced IT Support Specialist to join a high-profile end-user support team based in Central London. This is a fully onsite role supporting Apple devices and providing exceptional technical support to employees and contractors.
Key Responsibilities
- Provide face-to-face technical support to end users.
- Troubleshoot and resolve hardware and software issues on Apple devices.
- Support macOS, iPhones, iPads, Apple Watch, and Apple TV.
- Log, track, and manage incidents through the ITSM/ticketing system.
- Own support tickets from initial contact through to resolution.
- Escalate complex technical issues to appropriate resolver groups.
- Deliver excellent customer service while maintaining high CSAT scores.
- Assist users with networking, connectivity, and device-related issues.
- Maintain accurate documentation and knowledge base articles.
- Work effectively within a fast-paced enterprise support environment.
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Mandatory Skills
- 8+ years of overall IT experience.
- 4+ years supporting Apple/macOS environments.
- Hands-on experience with macOS and iOS troubleshooting.
- Experience supporting Macs, iPhones, iPads, Apple Watch, and Apple TV.
- Experience using ITSM/Ticketing tools (ServiceNow, Jira Service Management, Remedy, etc.).
- Strong hardware and software troubleshooting skills.
- Excellent customer service and communication skills.
- Basic understanding of IP networking and network troubleshooting.
- Able to work 5 days per week onsite in Central London.
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Preferred Skills
- Experience with Apple device management tools such as Jamf Pro/Casper.
- Knowledge Base documentation experience.
- Experience supporting enterprise Apple environments.
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