Helpdesk Specialist – macOS Support

About the role

We are seeking a proactive, customer‑focused Helpdesk Specialist to join our IT team in Mexico City. You will provide high‑quality technical support for macOS devices, ensuring smooth operation of IT services 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.
• Deliver hands‑on support for macOS hardware, operating system, and application issues.
• Manage laptop deployment, imaging, setup, replacement, and rebuild processes, primarily for MacBook devices.
• Perform macOS installations, recovery, system restores, and device reconfiguration for both Intel‑based and Apple Silicon machines.
• Utilize Apple Configurator and DFU mode to maintain and recover devices when needed.
• Monitor support queues, handle tickets efficiently, and escalate issues appropriately.
• Assist with software provisioning, deprovisioning, and access management in line with company policies.
• Support collaboration and productivity platforms, including user administration and troubleshooting.
• Maintain testing workstations, peripherals, and hardware inventory.
• Follow established IT procedures, security standards, and service‑management best practices.

Required profile

• 3–6+ years of experience in Helpdesk, Desktop Support, or similar IT support roles.
• Strong hands‑on experience supporting macOS devices in an enterprise environment.
• Solid understanding of Intel‑based and Apple Silicon Mac architectures.
• Experience with macOS recovery, 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.
• Effective communication and a customer‑centric attitude.
• Ability to prioritize tasks, work independently, and collaborate within a team.
• Technical certifications or a Bachelor’s degree in IT, Computer Science, or a related field are a plus.

Required skills

• macOS
• Apple Configurator
• DFU mode
• Intel‑based Mac architecture
• Apple Silicon
• macOS recovery and deployment
• Imaging and device rebuild
• Jira (ticketing)
• IT service‑management (ITSM) processes
• Laptop hardware support
• Endpoint application support