L2 macOS Support Engineer

Dijital Team; Deutschland; Vor Ort; EUR 52.000 - 78.000; Vollzeit

Benefits dieser Stelle

Paid in Australian Dollars

Medical insurance from day one for you

Generous OPD coverage

Home office setup allowance

Internet allowance

Gym & wellness allowance

Open-door culture – your ideas matter

Flexible work – home or office

Reimbursement for industry certs

Team events & engagement

Diji Assist – mental health support

Great parties

Zusammenfassung

Dijital Team is seeking an experienced L2 macOS Support Engineer to join our Managed Services team in Germany. You will resolve complex issues, maintain secure client environments, and deliver exceptional support across macOS, iOS, Windows desktop and server environments.

You will own tickets end-to-end, mentor junior engineers, and contribute to continuous improvement initiatives in a fast-paced, customer-driven setting.

Qualifikationen

• Minimum 2+ years in an L2 Support Engineer role within an MSP environment.
• Strong troubleshooting across macOS, iOS, Windows Desktop, Windows Server.
• Ability to manage support requests end-to-end within SLA-driven environments.
• Experience balancing multiple priorities and client expectations.

Aufgaben

• Resolve technical support requests within agreed service levels and provide sustainable solutions.
• Troubleshoot and support macOS, iOS, Windows desktop, and server environments.
• Follow established support processes and escalate as needed.
• Maintain clear and proactive communication with clients throughout the lifecycle.
• Monitor client environments for risks, performance concerns, and compliance issues.

Kenntnisse

macOS

iOS

Windows Desktop

Windows Server

Troubleshooting

SLA-driven support

Mentoring

Tools

Microsoft 365

Google Workspace

RMM platforms

ITSM / ticketing systems

MDM Jamf/Addigy/JumpCloud/Okta/Entra ID

Jobbeschreibung

About the Role

We are seeking an experienced and proactive L2 macOS Support Engineer to join a high-performing Managed Services team. This role is responsible for resolving complex technical issues, maintaining secure and reliable client environments, and delivering exceptional support across a diverse technology landscape.

With a strong focus on Apple-first environments, you will leverage your expertise across macOS and iOS while also supporting Windows desktop and server technologies. You will take ownership of support cases from initial investigation through to resolution, contribute to continuous improvement initiatives, and play an active role in mentoring junior team members.

About the Client

You will be working with a highly regarded managed services provider that specialises in supporting modern workplace environments for small and medium-sized businesses. Renowned for its expertise in Apple technologies, cloud platforms, and managed IT services, the organisation partners closely with clients to deliver secure, scalable, and innovative technology solutions. Its culture is built on accountability, collaboration, integrity, and continuous improvement.

Ideal Profile

Experience & Technical Expertise

• Minimum 2+ years of experience in an L2 Support Engineer role within an MSP environment.
• Strong troubleshooting expertise across:
  • macOS
  • iOS
  • Windows Desktop
  • Windows Server
• Proven ability to manage support requests end-to-end within SLA-driven environments.
• Experience working independently while balancing multiple priorities, escalations, and client expectations.

Essential Tools & Technologies

• Microsoft 365 and/or Google Workspace administration.
• Remote Monitoring and Management (RMM) platforms.
• ITSM and ticketing systems.
• Endpoint protection and patch management solutions.
• Networking fundamentals including DNS, DHCP, IP addressing, and VLANs.
• MDM and identity management platforms such as Jamf, Addigy, JumpCloud, Okta, or Entra ID.
• Familiarity with AI-powered tools and their practical application within technical support environments.

Preferred Skills

• Scripting experience using PowerShell, Bash, or Zsh.
• Relevant certifications across Microsoft, Apple, or Google technologies.
• Exposure to security frameworks and compliance standards.

Personal Attributes

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Calm and methodical approach when working under pressure.
• Strong organisational and time-management skills.
• Proactive mindset focused on continuous improvement.
• Collaborative team player with a passion for mentoring and knowledge sharing.

Responsibilities

Technical Support

• Resolve technical support requests within agreed service levels, delivering sustainable long-term solutions.
• Troubleshoot and support macOS, iOS, Windows desktop, and server environments.
• Follow established support processes and elevate issues where appropriate.
• Maintain clear and proactive communication with clients throughout the support lifecycle.
• Monitor client environments to identify risks, performance concerns, and compliance issues.

Client Relationships

• Build strong client relationships through professional and proactive engagement.
• Act as a trusted technical contact for support-related matters.
• Assist with onboarding and offboarding activities.
• Identify opportunities to enhance client environments and improve operational efficiency.

Documentation & Knowledge Sharing

• Maintain accurate technical documentation and support records.
• Contribute to internal knowledge bases and documentation repositories.
• Share expertise with colleagues and support ongoing team development initiatives.

Process Improvement

• Identify opportunities to improve workflows, tools, and service delivery processes.
• Stay current with emerging technologies and industry best practices.
• Leverage technology and automation to improve efficiency and service outcomes.

Team Collaboration

• Mentor and support junior engineers to strengthen team capability.
• Collaborate with colleagues on technical projects and service initiatives.
• Contribute positively to a collaborative, high-performing team culture.

How we take care of our team

• Get paid in Australian Dollars
• Medical insurance from day one for you + spouse (or parents if unmarried)
• Generous OPD coverage from doctor visits to all your medical needs
• Home office setup allowance to build your ideal workspace
• Internet allowance to keep you connected
• Gym & wellness allowance to stay fit and balanced
• Work hard, play hard – regular team events & engagement activities
• Diji Assist – Mental health & counseling support when you need it
• We invest in you – reimbursement for industry certifications
• Open-door culture – your ideas and feedback always matter
• Flexible work – home or office, wherever you do your best work
• Rewards & recognition that actually recognize you
• Great christmas & financial year-end parties to unwind with your loved ones