Mac OS X Help Desk Engineer - Work-from-Home Position

Apple Inc

Available Locations: Polmont, Scotland

Job Description

Job Summary


Apple Inc. is seeking a highly motivated and tech-savvy Mac OS X Help Desk Engineer to join our dynamic IT support team in a remote capacity. In this role, you will be responsible for providing world-class technical assistance and customer support to Mac OS X users globally. You will help diagnose and resolve software, hardware, and system issues while delivering a seamless and user-focused support experience. This is an exciting opportunity to contribute to Apple’s renowned service excellence, all from the comfort of your home.



Key Responsibilities



  • Provide remote help desk support for Mac OS X users through chat, email, or phone.

  • Troubleshoot and resolve macOS-related issues including system performance, application errors, connectivity problems, and software compatibility.

  • Escalate complex issues to Tier 2 or Engineering teams with detailed documentation.

  • Assist users in configuring system settings, software installations, and updates.

  • Maintain and update help desk tickets, ensuring accurate tracking of issues and resolutions.

  • Create and update knowledge base articles and technical documentation.

  • Ensure compliance with Apple’s security protocols and data privacy guidelines.

  • Deliver excellent customer service while maintaining high user satisfaction and professionalism.



Required Skills and Qualifications



  • Strong proficiency in macOS and Apple ecosystems (macOS Ventura, Monterey, M1/M2 chip systems, etc.).

  • Familiarity with Apple Remote Desktop, Terminal commands, and system diagnostics.

  • Excellent communication skills, both verbal and written.

  • Problem-solving mindset with a customer-first approach.

  • Comfortable working independently and in a team-oriented environment.

  • Typing speed of at least 40 WPM and good multitasking ability.

  • Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred but not mandatory).



Experience



  • Minimum of 1–2 years of hands-on experience in IT Help Desk, Technical Support, or similar role.

  • Prior experience supporting macOS environments is strongly preferred.

  • Experience in remote support tools, ticketing systems (like Zendesk or ServiceNow), and documentation platforms.



Working Hours



  • Flexible remote schedule with options for full-time and part-time availability.

  • Shifts available in Pacific Time (PT) zone; must be able to accommodate weekend or evening hours based on user demand.

  • Paid training provided during initial onboarding.



Knowledge, Skills, and Abilities



  • Deep understanding of macOS architecture and user experience.

  • Knowledge of common productivity tools (e.g., iWork, Microsoft Office for Mac).

  • Ability to work under pressure and prioritize multiple tasks.

  • Excellent organizational and follow-up skills.

  • Adaptability to continuous learning and updates in the Apple ecosystem.



Benefits



  • Competitive hourly pay with monthly performance bonuses.

  • Work-from-home flexibility with equipment provided by Apple.

  • Access to Apple employee discounts on products and services.

  • Paid time off, wellness support, and health insurance options (for eligible roles).

  • Professional development and career advancement opportunities.



Why Join Apple?


At Apple, we don’t just create products — we create experiences that enrich lives. As a Mac OS X Help Desk Engineer, you’ll be part of a passionate team dedicated to solving real-world tech problems and helping users thrive in a digital-first world. We celebrate diversity, innovation, and excellence — and we’re committed to supporting your growth every step of the way.



How to Apply


Click the “Apply Now” button on the Apple Careers portal and submit your resume along with a brief cover letter explaining your experience with macOS. Be sure to include examples of how you've resolved technical issues or supported end-users remotely. Qualified applicants will be contacted via email for a virtual interview.

Apply Now

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