Our companyeos 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.what you will doas a helpdesk specialist, you will play a crucial role in ensuring the smooth and efficient operation of our organization's information technology infrastructure, with a strong and required focus on macos support.
you will be responsible for providing hands-on technical support to internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction.
your expertise supporting macos devices at both the os and hardware level is essential to success in this role and will directly contribute to the effectiveness of the global service desk (gsd) and the company as a whole.this role is 100% onsite in mexico city, mx.key responsibilitiesserve as the first point of contact for global service desk (gsd) support via itsm tools, slack channels, and in-office walk-upsmanage the laptop replacement queue, primarily supporting macbook devicesprovide hands-on troubleshooting and user support for macos hardware, operating system, and applicationsperform macbook imaging, setup, rebuilds, and os installs for new and existing employeesexecute macos recovery and restore workflows for both intel-based and apple silicon (m1/m2/m3) macbooks, including use of apple configurator 2 where requiredmonitor and action assigned jira/ithelp queues and follow standard escalation and ticket-handling proceduresprovision and deprovision software and access within role-based constraintsadminister slack and google workspace (within role access limits)maintain assigned office workstations for peripheral testing, hardware swaps, and technical readinessadhere to documented sops, security standards, and company it policiesprovide additional it/helpdesk support as neededrequired criteria3–6+ years of experience in a helpdesk, desktop support, or technical support rolestrong, hands-on macos experience is requiredproven ability to support macos in an enterprise environment, including clear understanding of intel vs. Apple silicon mac architectureexperience performing os recovery, restores, and device rebuilds on both platformsfamiliarity with apple configurator 2, dfu mode, and apple silicon restore processesexperience supporting laptop hardware, and endpoint applicationsstrong problem-solving skills and a customer-focused approachability to communicate clearly and professionally in a corporate environmentability to work independently and collaboratively in a fast-paced support environmentfamiliarity with itsm tools and ticketing systems (jira preferred)technical certification or bachelor's degree in an it-related field preferredpay range$395,000—$410,000 mxneeo statementeos is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer.
we invite you to consider opportunities at eos regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion;sexual orientation; disability; marital or civil partnership status or other non-merit factor.
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