Mac Support Engineer - L2

About the Role

JOB DESCRIPTION

Mac Support Engineer - L2

• Role Type Mac L2 / JAMF Support / Endpoint Support
• Experience 3 to 6 years of relevant enterprise Mac support experience
• Work Mode Onsite / Hybrid / Remote as per business need
• Primary Tools macOS, JAMF Pro, Apple Business Manager, Microsoft Intune, ServiceNow

Role Summary

The Mac Support Engineer (L2) is responsible for providing advanced technical support for Apple Mac devices, macOS operating systems, enterprise applications, and endpoint management solutions. The role involves troubleshooting complex incidents, managing device lifecycle activities, supporting JAMF/Intune environments, and ensuring compliance with enterprise security standards.

Responsibilities

Incident & Service Request Management

• Provide L2 support for MacBook, iMac, Mac Mini, and Apple peripherals.
• Diagnose and resolve macOS hardware, software, performance, login, VPN, printing, Wi-Fi, and connectivity issues.
• Handle escalated tickets from L1 teams within defined SLA timelines and support root cause analysis for recurring incidents.

Endpoint Management

• Administer and support JAMF Pro, Microsoft Intune, or Workspace ONE.
• Deploy applications, patches, configuration profiles, policies, and security updates.
• Monitor device compliance and remediate non-compliant devices.

Role Fit Summary

• This role is best suited for a hands-on Mac support professional who can independently resolve escalated macOS issues, manage endpoint compliance through JAMF or Intune, support device lifecycle activities, and collaborate across IT operations teams to improve service quality.

Qualifications

• Qualifications & Certifications
• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Apple Certified Support Professional (ACSP) preferred.
• JAMF 100 / JAMF 200 certification preferred.
• ITIL Foundation certification preferred.
• Experience supporting enterprise users, VIP users, and regulated environments preferred.

Required Skills

• Required Technical Skills
• Skill Category Expected Knowledge
• macOS Administration macOS Ventura, Sonoma, Sequoia or latest enterprise-supported versions; user profile management; FileVault; Time Machine; macOS troubleshooting.
• Apple Enterprise Management JAMF Pro administration, Apple Business Manager, Automated Device Enrollment / DEP, Volume Purchasing Program / VPP.
• Microsoft Technologies Microsoft Intune, Entra ID / Azure AD, Microsoft 365, Teams, OneDrive, and Outlook.
• Networking TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting, network printer support.
• Scripting Bash, Zsh, AppleScript, and basic PowerShell preferred.
• ITSM Tools ServiceNow, Remedy, Jira Service Management, or equivalent ITSM ticketing tools.

Soft Skills

• Excellent troubleshooting and analytical skills.
• Strong customer service orientation and ownership mindset.
• Good verbal and written communication skills.
• Ability to work

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year