1st Line Apple Mac Engineer

1st Line Apple Mac Engineer

Location: Solihull
Reports to: Service Desk Team Leader
Contract: Permanent (full-time)

Make first-line impact with Apple Mac support in a fast-paced, client-focused Service Desk.
We’re looking for a proactive 1st Line Apple Mac Engineer to resolve incidents end‑to‑end, collaborate with teammates, and grow your technical breadth across modern tools and environments. You’ll be the first point of contact for multiple clients, delivering brilliant service while building skills that accelerate your career.

What you’ll do

• Be the front line: Answer inbound Service Desk calls, log and action tickets in our CRM, and follow established procedures.
• Fix and escalate smartly: Diagnose and resolve issues, escalating when needed to keep clients productive.
• Install & maintain: Configure, upgrade, and troubleshoot hardware/software to company standards.
• Prioritise effectively: Manage your queue to meet KPIs and customer expectations.
• Keep records tight: Maintain accurate client site documentation.
• Support when it counts: Participate in an out‑of‑hours rota (where applicable).
• Protect information: Follow our ISMS and all relevant security policies.
• Keep learning: Stay current with the technologies we and our customers rely on.

What you’ll bring (Essential)

• Proven experience as a Service Desk Engineer.
• Foundational Apple Mac desktop & mobile knowledge.
• Familiarity with Microsoft 365, Backup/DRaaS, and related technologies.
• Excellent customer service and clear, confident communication.

Nice to have (Desirable)

• Basics in Networking (TCP/IP, firewalls, routing/switching).
• Exposure to Azure AD & IaaS, Intune & Conditional Access, Mimecast.
• MSP service desk experience.
• MDM knowledge: Addigy, JumpCloud, Jamf; Apple Business Manager.
• Google Workspace Admin and Windows desktop familiarity.
• Current, valid UK driving licence.

Why join Air IT Group

• Do meaningful work for a variety of clients and grow your expertise across Apple and Microsoft ecosystems.
• Supportive, collaborative team with clear processes and opportunities to develop.
• A well-rounded benefits offering designed for your wellbeing and growth, including Virtual GP, Employee Assistance Programme, Group Life Assurance, Pension, Celebration Day, Volunteering Days, Cycle2Work, and more. 

Ready to apply?
Submit your CV and a short note on your Apple Mac experience via our careers site. (If you’d like, I can add a direct link here.)

We’re inclusive.
We welcome applications from all backgrounds and are a Disability Confident employer.