Technical Support Engineer - Mac Specialist

Job Posting Title:

Technical Support Engineer - Mac Specialist

Req ID:

10154742

Job Description:

About the Role

The L2 End-User Computing (EUC) Engineer – Mac Support Specialist provides advanced, hands-on support for Apple hardware, macOS, and related end-user applications. Acting as an escalation point from L1, this role resolves complex incidents, supports device deployments and management through MDM platforms (e.g., Jamf Pro and/or Microsoft Intune), and helps ensure secure, reliable, high-performance computing experiences for employees. The role requires strong troubleshooting skills, clear communication, and disciplined documentation aligned to service management practices and SLAs.

Key Responsibilities

• Resolve complex macOS issues including software conflicts, performance degradation, network connectivity problems, and peripheral compatibility challenges that exceed L1 support scope.
• Diagnose and resolve Apple hardware issues; perform, manage, or coordinate repairs (e.g., display, keyboard, battery, logic board) and ensure appropriate warranty/vendor handling.
• Own incident resolution for escalated tickets within defined SLAs; provide thorough documentation, troubleshooting evidence, and where applicable, root cause analysis and problem records.
• Configure, deploy, and manage Apple endpoints using MDM solutions such as Jamf Pro and/or Microsoft Intune, including policy/profile deployment and compliance settings.
• Support onboarding by setting up, configuring, and securing new Macs using automated enrollment methods and standardized build/deployment workflows.
• Support Apple-native applications (e.g., Keynote, Pages, Time Machine) and common third-party tools (e.g., Microsoft Office/Teams for Mac, Adobe Creative Cloud).
• Act as an escalation point and technical mentor for L1 engineers; provide guidance on complex troubleshooting and promote consistent resolution patterns.
• Partner with identity, networking, security, and collaboration teams to resolve cross-domain issues efficiently and prevent recurrence.
• Support asset management activities including inventory updates, lifecycle tracking, and compliance reporting in asset/CMDB tools.
• Maintain and improve knowledge articles, FAQs, and technical runbooks; contribute to continuous service improvement and operational readiness.
• Coordinate with vendors and telecom/endpoint logistics teams for device handovers, connectivity issues, replacements, and escalations when required.
• Deliver excellent customer service and maintain effective communication with end-users and stakeholders throughout the lifecycle of an incident or request.

Basic Qualifications

• 4+ years of experience in end-user or service desk technical support, including 1–2 years specializing in Apple/macOS support.
• Expert working knowledge of macOS and Apple hardware troubleshooting; ability to use terminal tools and diagnostics appropriately.
• Experience with MDM administration and endpoint management concepts (Jamf Pro and/or Microsoft Intune).
• Working knowledge of identity and access fundamentals, including directory services integration (e.g., Active Directory integration) and user account troubleshooting.
• Solid understanding of networking fundamentals (Wi‑Fi, VPN, DNS, DHCP) to diagnose connectivity issues.
• Experience working in an ITSM/ticketing environment, managing incidents and requests within SLAs, with strong documentation practices.
• Strong problem-solving, communication, and customer service skills; able to explain complex issues clearly and empathetically.
• Detail-oriented with a commitment to accuracy, process discipline, and follow-through.

Preferred Qualifications

• Certifications or training such as Apple Certified Support Professional (ACSP) and/or Jamf Certified Tech/Admin/Associate.
• Experience supporting mixed endpoint environments and enterprise security/compliance controls for endpoints.
• Familiarity with ITIL practices (Incident, Problem, and Change Management).
• Experience with asset management/CMDB processes and reporting.

Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Why Join Us

You will join a collaborative EUC organization focused on improving the employee technology experience. This role provides exposure to enterprise-scale macOS management, modern endpoint deployment practices, and opportunities to broaden your skills across device management, security, and service management—creating a strong pathway for progression into senior EUC engineering and endpoint platform roles.

Job Posting Segment:

Services and Platforms

Job Posting Primary Business:

Enterprise Technology International

Primary Job Posting Category:

Technical Support

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Bangalore, India

Alternate City, State, Region, Postal Code:

Date Posted:

2026-08-05