Senior IT Support Engineer - Apple & Mobile Platforms

Percept Solutions; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading tech company in Singapore is seeking a Senior IT Support Engineer with deep expertise in Apple Mac and mobile platforms. This role provides essential Level 3 support, ensuring continuity of global IT operations. The candidate will manage complex incidents, work hands-on with Jamf Pro and Microsoft Intune, and improve user support experiences across regions. Strong analytical and troubleshooting skills are required, along with excellent communication abilities and experience in creating technical documentation.

Qualifications

• Proven experience providing Level 3 (L3) support for Apple Mac and mobile devices in an enterprise environment.
• Strong hands-on expertise with Jamf Pro and Microsoft Intune.
• Deep knowledge of macOS, iOS, iPadOS, Android, and Apple ecosystem services.
• Experience handling MDM platform incidents and service outages.

Responsibilities

• Provide APJ regional coverage for global support operations.
• Act as the primary L3 technical presence during APJ hours.
• Deliver advanced L3 support for Apple devices.
• Own and resolve complex incidents end-to-end.

Skills

Apple Mac support

Mobile device support

Jamf Pro

Microsoft Intune

Troubleshooting

Analytical skills

Problem-solving skills

Excellent communication

Tools

Jamf Pro

Microsoft Intune

Job description

Senior IT Support Engineer - Apple & Mobile Platforms

4 days ago Be among the first 25 applicants

We are looking for a Senior IT Support Engineer with deep expertise in Apple Mac and mobile platforms to provide Level 3 (L3) support during APJ business hours. This role is critical to enabling 24×5 global IT operations, acting as the primary technical escalation point for teams in Europe and the Americas.

You will work hands‑on with Jamf Pro, Microsoft Intune, and the broader Apple ecosystem, owning complex incidents, managing MDM platform issues, and ensuring a seamless support experience for users across regions.

Key Responsibilities

• Provide APJ regional coverage to enable follow-the-sun global support operations
• Act as the primary L3 technical presence during APJ hours, ensuring 8×5 continuity
• Deliver advanced L3 support for Apple Mac, iPhone, iPad, Apple Watch, Apple Vision Pro, and Android devices
• Perform deep technical troubleshooting using Jamf Pro, Microsoft Intune, and Apple ecosystem tools
• Own and resolve complex incidents end‑to‑end, including root‑cause analysis and permanent fixes
• Manage MDM platform incidents and service degradations, including Jamf Pro and Intune outages
• Engage Jamf and Microsoft Support, track vendor cases, and validate deployed fixes
• Communicate impact, workarounds, and resolution status to global Support teams
• Create, maintain, and improve Knowledge Base Articles (KBAs) aligned with global standards
• Participate in evaluation and testing of new tools, features, and workflows
• Actively contribute to ticket resolution and backlog reduction across regions

Must‑Have Qualifications

• Proven experience providing Level 3 (L3) support for Apple Mac and mobile devices in an enterprise environment
• Strong hands‑on expertise with Jamf Pro and Microsoft Intune
• Deep knowledge of macOS, iOS, iPadOS, Android, and Apple ecosystem services
• Experience handling MDM platform incidents and service outages
• Ability to operate independently as the primary technical resource during APJ hours
• Strong troubleshooting, analytical, and problem‑solving skills
• Excellent written and verbal communication skills
• Experience creating and maintaining KBAs and technical documentation
• Proven ability to collaborate with global teams in a follow‑the‑sun support model

Nice to Have

• Jamf 300/400 or Apple Enterprise certifications
• Microsoft Endpoint Manager / Intune certifications
• Experience supporting executive or VIP users
• ITIL Foundation or equivalent incident management experience

To apply, simply click the Apply button or send your updated profile to [e-mail]

EA Licence No.:18S9405 / EA Reg. No.:R22109321

Percept Solutions is expanding and actively seeking talented individuals. We encourage applicants to follow Percept Solutions on LinkedIn at https://www.linkedin.com/company/percept-solutions/ to stay informed about new opportunities and events.

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