Helpdesk Specialist (macOS)

About the role

We are seeking a proactive, customer‑focused Helpdesk Specialist to join our IT team in Mexico City. The role involves delivering high‑quality technical support for macOS devices, ensuring smooth operation of IT services and providing hands‑on assistance to employees across the organization.

Key responsibilities

• Serve as the first point of contact for IT support requests via ticketing systems, collaboration tools, and in‑person assistance.
• Provide hands‑on technical support for macOS hardware, operating system and application issues.
• Manage laptop deployment, replacement, imaging, setup and rebuild processes, focusing on MacBook devices.
• Perform macOS installations, recovery, system restores and device reconfiguration for Intel‑based and Apple Silicon Macs.
• Use Apple Configurator and related tools to maintain and recover devices, including DFU mode when required.
• Monitor support queues, handle tickets efficiently and escalate when necessary.
• Assist with software provisioning, deprovisioning and access management following company policies.
• Support collaboration and productivity platforms, including user administration and troubleshooting.
• Maintain testing workstations, peripherals and hardware inventory.
• Follow IT procedures, security standards and service‑management best practices.

Required profile

• 3–6+ years of experience in Helpdesk, Desktop Support or similar IT support role.
• Strong hands‑on experience supporting macOS devices in an enterprise environment.
• Solid understanding of Intel‑based and Apple Silicon Mac architecture.
• Experience with macOS recovery, restoration, deployment and rebuild processes.
• Familiarity with Apple Configurator, DFU mode and Apple Silicon recovery workflows.
• Knowledge of IT service‑management processes and ticketing platforms, preferably Jira.
• Excellent troubleshooting, analytical and problem‑solving abilities.
• Fluent in English; Spanish language skills are a plus.
• Technical certifications or a Bachelor’s degree in IT, Computer Science or related field is advantageous.

Required skills

• macOS
• Apple Silicon
• Intel‑based Mac architecture
• Apple Configurator
• DFU mode
• Jira (ticketing platform)
• Hardware troubleshooting
• Imaging and deployment tools
• System recovery and restoration
• Software provisioning and access management