MacOS IT Helpdesk Specialist

Responsibilities

• This role is 100% onsite in Mexico City, MX.
• 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
• #INDLATAM
• #LI-MS2
• Pay Range
• $395,000 - $500,000 MXN

Benefits

Additional Information

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.

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