MacOS IT Helpdesk Specialist

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

As a Helpdesk Specialist, you will play a crucial role in ensuring the smooth and efficient operation of our organization's information technology infrastructure, with a strong and required focus on macOS support. You will be responsible for providing hands-on technical support to internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction. Your expertise supporting macOS devices at both the OS and hardware level is essential to success in this role and will directly contribute to the effectiveness of the Global Service Desk (GSD) and the company as a whole.

This role is 100% onsite in Mexico City, MX.

KEY RESPONSIBILITIES:

• Serve as the first point of contact for Global Service Desk (GSD) support via ITSM tools, Slack channels, and in‑office walk‑ups
• Manage the laptop replacement queue, primarily supporting MacBook devices
• Provide hands-on troubleshooting and user support for macOS hardware, operating system, and applications
• Perform MacBook imaging, setup, rebuilds, and OS installs for new and existing employees
• Execute macOS recovery and restore workflows for both Intel-based and Apple Silicon (M1/M2/M3) MacBooks, including use of Apple Configurator 2 where required
• Monitor and action assigned Jira/ITHELP queues and follow standard escalation and ticket-handling procedures
• Provision and deprovision software and access within role-based constraints
• Administer Slack and Google Workspace (within role access limits)
• Maintain assigned office workstations for peripheral testing, hardware swaps, and technical readiness
• Adhere to documented SOPs, security standards, and company IT policies
• Provide additional IT/helpdesk support as needed

REQUIRED CRITERIA:

• 3–6+ years of experience in a Helpdesk, Desktop Support, or Technical Support role
• Strong, hands-on macOS experience is REQUIRED
• Proven ability to support macOS in an enterprise environment, including:
• Clear understanding of Intel vs. Apple Silicon Mac architecture
• Experience performing OS recovery, restores, and device rebuilds on both platforms
• Familiarity with Apple Configurator 2, DFU mode, and Apple Silicon restore processes
• Experience supporting laptop hardware, and endpoint applications
• Strong problem-solving skills and a customer-focused approach
• Ability to communicate clearly and professionally in a corporate environment
• Ability to work independently and collaboratively in a fast-paced support environment
• Familiarity with ITSM tools and ticketing systems (Jira preferred)
• Technical certification or Bachelor’s degree in an IT-related field preferred

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.

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