apple support engineer — madison, wi

2 days ago

Madison, Wisconsin, United States Graphite Inc Full time

We are an Apple Authorized service provider + MSP in Madison.

We're hiring a Support Engineer to support residential & business customers both remotely and onsite — and solve the problems they can't Google.

This role blends Apple + network + software + troubleshooting + project execution.

What you'll do

  • Provide computer + software support & training (Mac + iOS primarily)
  • Remote support & onsite visits (residential + business clients)
  • Field incoming support calls & tickets
  • Diagnose Mac / network / printer / software issues across platforms
  • Provide solutions-based consults & sales for business / pro customers
  • Deploy new equipment (Macs, networks, security, client infrastructure)
  • Maintain & update devices via MDM / RMM tooling
  • Use PSA/SRO system for ticket documentation + updates
  • Communicate frequently & professionally with customers
  • Maintain clean work areas + onsite professionalism

~70% customer-facing

~30% advanced troubleshooting / internal work

You're the right fit if you…

  • can isolate root cause & explain solutions simply
  • enjoy working with customers directly — not silently in a back room
  • want a role where every day's problems are different

Requirements

  • MacOS & iOS experience
  • Clear communication — verbal & written
  • Reliable, responsive, detail-oriented
  • Good problem solving and desire to learn continuously
  • Self-driven & able to self-manage projects without hand-holding
  • Valid driver's license + transportation for onsite visits
  • Able to lift 35 lbs / work occasionally in cramped spaces
  • Occasional nights / weekends when needed

Highly Desirable

  • Previous Apple support experience
  • Previous MSP/RMM platform experience
  • Windows / Windows Server exposure
  • Apple ACMT / ACiT / AST certification
  • Ethernet / Wi-Fi networks (routing, security, VLAN, etc.)
  • Light scripting / automation a bonus

Compensation + Schedule

  • $60,000 – $90,000 / year based on experience
  • Full Time / W2
  • Monday–Friday, day shift
  • Onsite in Madison WI
  • Some onsite customer travel (local only)

Benefits

401(k)
• Health
• Dental
• Vision
• PTO30 / 60 / 90

Day 30: runs tickets independently, communicates cleanly, understands our PSA workflow

Day 60: owns mid-tier escalations, performs onsite visits without escort

Day 90: handles full client onboarding / migrations / network swaps start-to-finishIf you want a role where you can touch everything — Apple platforms, networking, cloud systems — and actually see the impact of your work — this is it.

Job Type: Full-time

Pay: $50, $90,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Retirement plan
  • Vision insurance

Work Location: In person

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