MAC Support Engineer L2

• Provide Level 2 technical support for macOS devices, peripherals, and related applications.


• Troubleshoot and resolve escalated issues related to hardware, software, and network connectivity on Mac systems.


• Manage user account administration (Active Directory, MDM, Exchange, etc.).


• Install, configure, and upgrade macOS, applications, and security patches.


• Coordinate with vendors and OEMs (Apple/Dell/HP etc.) for hardware repair/replacement.


• Support and manage enterprise tools (MDM solutions like Jamf, Intune, Workspace ONE).


• Ensure endpoint security compliance (antivirus, encryption, VPN).


• Prepare technical documentation, SOPs, and knowledge base articles for recurring issues.


• Work closely with L1 engineers for knowledge transfer and provide mentoring support.


• Handle incident, problem, and change management as per ITIL processes.

Skills & Competencies:

• Strong hands-on experience with macOS troubleshooting and administration.


• Knowledge of MDM tools (Jamf Pro, Intune, AirWatch, etc.).


• Good understanding of network fundamentals (DNS, DHCP, Wi-Fi, VPN).


• Familiarity with Microsoft 365, Exchange, and collaboration tools.


• Experience with ticketing tools (ServiceNow, JIRA, Remedy, etc.).


• Excellent communication and customer handling skills.


• Ability to work independently and handle escalations.