Mac Engineer

• MacOS devices, peripherals, and related applications.
• Troubleshoot and resolve escalated issues related tohardware, software, and network connectivityon Mac systems.
• Manageuser account administration(Active Directory, MDM, Exchange, etc.).
• Install, configure, and upgrademacOS, applications, and security patches.
• Coordinate with vendors and OEMs (Apple/Dell/HP etc.) for hardware repair/replacement.
• Support and manageenterprise tools(MDM solutions like Jamf, Intune, Workspace ONE).
• Ensureendpoint security compliance(antivirus, encryption, VPN).
• Preparetechnical documentation, SOPs, and knowledge base articlesfor recurring issues.
• Work closely with L1 engineers for knowledge transfer and provide mentoring support.
• Handleincident, problem, and change managementas per ITIL processes.

Skills & Competencies:

• Strong hands-on experience withmacOS troubleshooting and administration.
• Knowledge ofMDM tools(Jamf Pro, Intune, AirWatch, etc.).
• Good understanding ofnetwork fundamentals(DNS, DHCP, Wi-Fi, VPN).
• Familiarity withMicrosoft 365, Exchange, and collaboration tools.
• Experience withticketing tools(ServiceNow, JIRA, Remedy, etc.).
• Excellentcommunication and customer handling skills.
• Ability to work independently and handle escalations.