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Cynet Systems
MacOS Support EngineerCynet Systems • Brampton, ON
MacOS Support Engineer

MacOS Support Engineer

Cynet Systems • Brampton, ON
30+ days ago
Job type
  • Full-time
Job description

Job Description:

Responsibilities:
  • Advanced Mac OS Support
  • Provide Tier 2/3 technical support for Mac OS environments, addressing issues with operating systems, hardware, software, and configurations.
  • Perform Mac OS installations, upgrades, and patching, ensuring that endpoints meet corporate security and compliance standards.
  • Configure and manage Mac-specific settings, preferences, and security features to support user productivity and data protection.
Hardware Troubleshooting And Support:
  • Diagnose and repair hardware issues for Macs (desktops, laptops) and related peripherals (monitors, docking stations, printers, etc.).
  • Assist with setup, deployment, imaging, and lifecycle management of Mac devices.
  • Liaise with vendors and third-party service providers for hardware repairs and warranty claims.
  • Mobile Device Integration.
  • Support Apple mobile devices (iPhones, iPads) in conjunction with Mac OS environments.
  • Ensure seamless integration of mobile and desktop environments, including secure access and application management.
ITSM And Documentation:
  • Use ITSM tools (e.g., ServiceNow, JIRA Service Management) to accurately log incidents, service requests, and hardware issues.
  • Document resolutions, workarounds, and best practices in knowledge base articles to empower self-service and reduce repeat incidents.
  • Analyze ticket trends to identify recurring issues and propose long-term solutions.
Onsite And Remote Support:
  • Provide remote troubleshooting and, when needed, travel to user locations to resolve hardware and software issues efficiently.
  • Support onsite activities including hardware moves, new deployments, and troubleshooting of Mac setups.
  • Maintain a valid driver’s license for reliable transportation to company sites or user locations.
Collaboration And Continuous Improvement:
  • Work closely with the IT team to integrate Mac environments with Windows-based services and network infrastructure.
  • Collaborate with security teams to ensure Mac endpoints meet security standards, including encryption, secure boot, and MDM policies.
  • Identify opportunities to streamline Mac support processes and improve user satisfaction.
VIP And Executive-Level Support:
  • Provide specialized, XX-glove support for VIP users, including senior executives and high-profile staff.
  • Ensure minimal downtime and a premium experience for executive Mac users.
Training And User Empowerment:
  • Educate users on Mac best practices, data security, and self-service resources.
  • Conduct periodic training sessions or one-on-one coaching to improve user confidence and efficiency with Mac systems.
Key Qualifications And Experience:
  • 3+ years of experience in IT support roles with a strong focus on Mac OS and Apple hardware environments.
  • In-depth knowledge of Mac OS troubleshooting, performance tuning, and user support.
  • Familiarity with ITSM platforms (ServiceNow, JIRA, or similar) for tracking, documentation, and asset management.
  • Experience supporting Apple peripherals and hardware integrations in mixed environments.
  • Proficiency in user-focused communication and the ability to provide clear, patient technical guidance.
  • Understanding of basic networking, VPNs, and Wi-Fi troubleshooting for Mac OS environments.
  • Valid driver’s license and willingness to provide on-site support across multiple locations.
  • Certifications such as Apple Certified Support Professional (ACSP) or ITIL Foundation are highly desirable.
Preferred Experience And Skills:
  • Experience with Mac device management tools (e.g., JAMF, Kandji) for enterprise-level support.
  • Familiarity with creative software workflows (e.g., Adobe Creative Cloud) in Mac environments.
  • Exposure to hybrid environments with both Mac and Windows systems.
  • Ability to create and present clear, user-friendly technical documentation and training materials.

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MacOS Support Engineer • Brampton, ON

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