Jobs → Customer Support → Mac L2 Support Engineer

About the Role We are seeking a Mac L2 Support Engineer to provide advanced macOS support and manage escalated incidents. This role involves administering endpoint management tools and ensuring security compliance for Mac devices. Key Responsibilities • Provide Advanced macOS Support • Troubleshoot and resolve complex issues related to MacBook, iMac, macOS, VPN, Wi-Fi, printing, Microsoft 365 applications, and enterprise software • Handle L2 Escalations • Manage escalated incidents and service requests from L1 teams, perform root cause analysis, and ensure resolution within agreed SLA timelines • Manage Endpoint Administration • Administer JAMF Pro, Microsoft Intune, and Apple Business Manager for device enrollment, application deployment, patching, and policy management • Support Device Lifecycle Operations • Execute provisioning, deployment, asset management, hardware replacement, break-fix support, onboarding, and offboarding activities for Mac devices • Ensure Security & Compliance • Maintain FileVault encryption, endpoint compliance, vulnerability remediation, audit readiness, and adherence to enterprise security standards • Documentation & Continuous Improvement • Create and maintain SOPs, knowledge articles, troubleshooting guides, and recommend service improvements to enhance user experience and operational efficiency Requirements • Experience in O365, MAC Knowledge, and Hardware Asset Management • Proficiency in macOS Administration, JAMF Pro Administration, Microsoft Intune & Entra ID, and Apple Business Manager • Experience with ServiceNow • Background check and drug test required • Immediate availability for a 1-year contract