MAC Support Engineer L2

• ProvideLevel 2 technical supportfor 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.