🛠 Tech Stack

💼 About This Role

You'll serve as the first point of contact for Global Service Desk support, primarily handling macOS devices in an enterprise environment. Your core impact includes managing laptop replacements, troubleshooting hardware and software, and ensuring high customer satisfaction for internal stakeholders. This role is 100% onsite in Mexico City, supporting a global technology and logistics company.

🎯 What You'll Do

• Act as first point of contact via ITSM tools, Slack, and walk-ups
• Manage laptop replacement queue, primarily MacBook devices
• Troubleshoot macOS hardware, OS, and applications
• Perform MacBook imaging, setup, rebuilds, and OS installs
• Monitor and action Jira/ITHELP queues per escalation procedures

📋 Requirements

• 3-6+ years of helpdesk or desktop support experience
• Strong hands-on macOS support in enterprise environment
• Experience with Apple Configurator 2, DFU mode, and Apple Silicon restores
• Familiarity with ITSM tools and ticketing systems (Jira preferred)

✨ Nice to Have

• Bachelor's degree in IT-related field
• Technical certification (e.g., CompTIA A+, Apple Certified Mac Technician)

🎁 Benefits & Perks

• 🏖️ Global IT exposure with industry-leading clients

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min