Responsibilities

Provide coverage to enable global follow-the-sun operations. Act as the primary technical presence during business hours, ensuring continuous operational coverage for the team based in Europe and America. Monitor incoming requests, incidents, and platform alerts to maintain seamless global support. Escalate items appropriately to ensure 8×5 continuity.
Deliver 3rd level support for mobile and Apple Mac platforms. Investigate and resolve advanced technical issues impacting iPhone, Android devices, iPad, Apple Vision Pro, Apple Watch, Macs and associated services. Utilize deep expertise with Jamf Pro, MS Intune and Apple ecosystem tools to perform in-depth troubleshooting, identify root causes, and implement effective resolutions. Coordinate closely with regional IT teams to ensure minimal user disruption.
Manage MDM platforms incidents during hours and drive timely remediation. When Jamf Pro or MS Intune services issues occur, take immediate action to analyze impact, inform relevant Support teams, and identify temporary workarounds for end users and service desks. Engage with Jamf & Microsoft Support to progress vendor tickets, track resolutions, and verify successful deployment of fixes. Document significant actions and outcomes for global reporting.
Create, maintain, and improve Knowledge Base Articles (KBAs). Develop clear, accurate, and user-friendly KBAs that support both end users and IT colleagues. Keep documentation up to date as new issues, solutions, or platform changes arise. Ensure global consistency and alignment with internal documentation standards.
Support evaluation of new technologies and provide expert feedback. Participate in early testing, validation, and assessment of new tools, features, or workflows the team is adopting. Provide actionable feedback based on hands-on experience and platform expertise. Highlight potential benefits, risks, compatibility considerations, and user impact to inform global decision-making.
Contribute significantly to IT Support ticket resolution for Apple Mac and mobile devices. Deliver timely and high-quality resolutions, helping reduce backlog and maintain a strong support experience for users across regions.

Requirements

Bachelor in Information Technology / Computer science with 2-3 years experience providing Level 3 (L3) support for Apple Mac and mobile devices in an enterprise environment
Strong hands-on expertise with Jamf Pro and Microsoft Intune
Deep knowledge of iOS, iPadOS, macOS, Android, and Apple ecosystem services
Proven ability to own complex incidents end to end, including root-cause analysis and permanent remediation
Experience handling MDM platform incidents and service degradations
Ability to operate independently as the primary technical resource during business hours
Strong troubleshooting, analytical, and problem-solving skills
Excellent written and verbal communication skills
Experience creating and maintaining Knowledge Base Articles (KBAs) and technical documentation
Ability to collaborate effectively with global teams in a follow-the-sun support model
Experience supporting Apple Vision Pro, Apple Watch, or other emerging Apple technologies
Prior experience in global IT operations or follow-the-sun environments
Hands-on experience working directly with Jamf and Microsoft support for escalated issues
Relevant certifications (Jamf, Apple, Microsoft Intune)
Experience with scripting or automation (e.g., Bash, PowerShell, Swift)
Experience mentoring L1/L2 support teams or acting as an escalation point
Familiarity with enterprise security, compliance, and device management standards

Shortlisted candidate will be offered 1 Year agency contract employment.