IT Support Engineer (Mac)

IT Support Engineer Mac

Location: Stroud, Gloucestershire

Salary: 35,000 to 40,000 per annum, depending on experience

Working arrangement: Onsite five days a week, with no travel required

MFK Recruitment is recruiting an IT Support Engineer with Mac experience to join a private business in the art sector, based in Stroud, Gloucestershire.

You will help colleagues get the most from their technology in a creative working environment, combining practical troubleshooting with friendly, reliable support. The business places a strong emphasis on attitude and is looking for someone who is approachable, takes responsibility for their work and enjoys being part of a team.

The role

Working with the Head of IT and wider IT team, you will provide hands-on IT support at the Stroud site. The environment is approximately 95% Mac and 5% Windows, making this a role where your Apple support experience will be used every day.

You will support colleagues with hardware, applications and account access, prepare equipment and investigate everyday faults. You will be expected to work through common issues methodically, explain what is happening in plain English and involve the infrastructure team when more specialist support is needed.

Responsibilities

• Provide friendly, responsive support in person and through the IT team's support channels, keeping colleagues updated until their requests are resolved.
• Diagnose macOS and Apple hardware faults, including performance issues, application errors and problems with displays or peripherals.
• Set up and configure Macs, install approved software and apply updates in line with the business's IT procedures.
• Install and troubleshoot printers, scanners and other everyday workplace equipment.
• Support onboarding and offboarding, preparing devices, arranging appropriate account access and recovering equipment.
• Investigate basic Wi-Fi, network connectivity and access issues, alongside routine support for the smaller Windows estate.
• Record requests, troubleshooting steps and resolutions, maintaining accurate equipment records and useful support documentation.
• Escalate more complex faults to the infrastructure team with clear notes on the symptoms, business impact and checks already completed.

Skills and experience

• At least 12 months of hands-on experience supporting Macs in a professional IT support role.
• Practical knowledge of macOS and Apple hardware, with confidence investigating common user, software and device issues.
• Experience installing applications, configuring equipment and troubleshooting printers and peripherals.
• An understanding of user accounts, permissions and basic networking, including Wi-Fi and connectivity troubleshooting.
• Clear communication skills and the ability to explain technical issues to colleagues with different levels of IT knowledge.
• Good organisation and attention to detail, with the ability to prioritise requests and follow them through to resolution.

Experience with Mac device management tools, basic Windows support or supporting creative applications would be useful, but is not essential.

Personality and approach

Personality and attitude are central to these hires. The business values people who are down to earth, patient and willing to help, whether the task is a straightforward setup or a fault that needs more investigation.

You should listen carefully, treat colleagues with respect and take ownership of your work. Being comfortable asking for guidance, accepting feedback and learning from others is important. You will also need sound judgement and discretion when handling confidential information.

Working arrangements and on call

This role is based onsite five days a week, with no travel between sites required.

There is an on-call rota, but the volume of out-of-hours support has been very low: the Head of IT reports that there have been just a couple of calls in the past six months.

Apply

If you have the Mac support experience and enjoy helping people, MFK Recruitment would like to hear from you.