Apple IT Support Specialist - Mac AND iOS Troubleshooting

Apple Inc

Available Locations: Dyce, Scotland

Job Description

📝 Job Summary


Apple Inc. is seeking a dedicated and technically skilled IT Support Specialist with expertise in MacOS and iOS troubleshooting. This role is critical in providing first-class remote IT support to our employees and users, ensuring seamless functionality of Apple devices, software, and services. As an Apple IT Support Specialist, you will be at the frontline of diagnosing issues, implementing solutions, and delivering Apple’s renowned customer experience across remote channels.



🔧 Key Responsibilities



  • Provide Level 1 and Level 2 support for Mac and iOS devices, including MacBooks, iPads, and iPhones.

  • Troubleshoot operating system issues (macOS, iOS), hardware malfunctions, and connectivity problems.

  • Assist users with Apple software and services such as iCloud, Safari, Mail, and third-party applications used in enterprise environments.

  • Perform software installations, system updates, and security patch deployments remotely.

  • Guide users through remote assistance tools, documentation, or screen-sharing sessions to resolve issues effectively.

  • Escalate complex issues to higher support tiers and work with engineering teams for resolutions.

  • Maintain clear and timely documentation of support requests, troubleshooting steps, and outcomes in ticketing systems.

  • Educate users on best practices for security, productivity, and device maintenance.



🎓 Required Skills and Qualifications



  • Bachelor's degree in Computer Science, Information Technology, or a related field preferred (or equivalent experience).

  • Proven experience in technical support or IT helpdesk roles, particularly in a Mac-centric environment.

  • Deep understanding of macOS and iOS ecosystems, configuration, and troubleshooting techniques.

  • Familiarity with tools such as Apple Remote Desktop, Jamf Pro, MDM platforms, and endpoint management systems.

  • Ability to explain technical issues clearly to non-technical users.

  • Strong organizational skills and attention to detail.

  • Excellent verbal and written communication abilities.



🧑‍💼 Experience



  • Minimum 2 years of experience in IT support, with at least 1 year specializing in Apple devices.

  • Prior experience working in a fast-paced, remote, or hybrid technical support environment is a plus.



⏰ Working Hours



  • Full-time position (Remote).

  • Flexible shifts available across multiple time zones, including occasional weekend or on-call support rotations.



📚 Knowledge, Skills and Abilities



  • Strong problem-solving mindset with the ability to adapt and think critically under pressure.

  • Knowledge of network configurations, VPNs, and cloud-based services.

  • Awareness of Apple’s security frameworks, including FileVault, Gatekeeper, and SIP.

  • Ability to multitask and prioritize support tickets efficiently.

  • Continuous learner with a passion for staying updated on Apple innovations and IT trends.



🎁 Benefits



  • Competitive salary and annual performance bonuses.

  • Work-from-home flexibility with Apple-provided hardware.

  • Medical, dental, and vision insurance.

  • Employee stock purchase plan and 401(k) retirement savings.

  • Generous paid time off and parental leave policies.

  • Access to Apple learning resources and career growth opportunities.



🌟 Why Join Apple?


At Apple, we don’t just create products — we craft experiences that redefine industries. By joining our support team, you become part of a company known for innovation, excellence, and respect for the individual. Here, your voice matters, your expertise is valued, and your impact is global. Whether you're troubleshooting an iPhone in Mumbai or a MacBook in London, you are helping shape how the world works and communicates.



📩 How to Apply


If you're passionate about delivering exceptional support and have a knack for solving Apple-related issues, we want to hear from you! Apply now by submitting your resume and a brief cover letter outlining your experience with Apple devices via the official Apple Careers portal or email us.

Apply Now

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