Level 2 IT Support Technician

Are you the person your current team relies on when Apple environments get complicated? Do you enjoy being face-to-face with clients as much as you enjoy solving the problem behind the ticket? We're recruiting on behalf of an established, Apple-specialist Managed Service Provider expanding into the US for the first time - they're looking for their first technician on the ground in New York to help them do it right. What makes this role different You’ll be the face of the business for its US clients, including a fast-growing luxury consumer brand platform, while also supporting the wider UK client base remotely during US hours. On-site support at the Brooklyn client (~50 users), roughly one day a week Remote ticket resolution for clients across the broader base, working US business hours Building the foundation for the company's US growth - as they win more clients, this role (and the team around you) will grow You’ll thrive here if you're: Genuinely customer-facing - you read a room, adapt your communication style, and put people at ease, especially in fast-paced environments Solution-oriented - you don't just fix the ticket, you look for what's causing it Self-motivated and comfortable working independently - you won't have someone looking over your shoulder, and you'll need to be confident representing the business solo, especially in the early stages A genuine Apple enthusiast - this isn't a "bit of Mac support," it's the core of what you'll do every day What you'll bring Strong Level 2 experience in an MSP environment, with deep macOS/Apple troubleshooting expertise (iOS/iPadOS and Windows Desktop/Server also needed) Apple Certified Support Professional or Apple Certified IT Professional status (or working towards it) Experience with MDM/device management tools (Addigy, Jamf, Intune, JumpCloud) Familiarity with Microsoft 365, Google Workspace, endpoint security tools, and core networking concepts (DHCP, DNS, VLANs etc.) A proactive, "gets on with it" attitude - calm under pressure, detail-oriented, and comfortable explaining technical issues clearly to non-technical people #J-18808-Ljbffr