MAC L2 Support Engineer

Role & responsibilities

Key responsibilities:

Troubleshoot advanced macOS, hardware, application, performance, startup and recovery issues.

Manage macOS upgrades, patching, security updates, user profiles and permissions.

Administer MacBooks using JAMF Pro, Intune, Scalefusion or Kandji.

Handle MDM enrollment, compliance, security policies and software deployment.

Support FileVault, SentinelOne, Netskope, CrowdStrike/Defender and endpoint security.

Troubleshoot Microsoft 365, Outlook, Teams, OneDrive, VPN, Citrix/VDI, browsers and certificates.

Understand networking basics: DNS, DHCP, TCP/IP, LAN/WAN and Wi-Fi.

Manage P1/P2/P3 incidents, RCA, problem management and major incident calls.

Handle MacBook provisioning, migration, refresh, asset management and offboarding.

Coordinate with Apple/OEM, L3, Network, Security and Application teams.

Use ServiceNow for incident and ITSM management.

Mentor L1 engineers and communicate effectively with stakeholders.

Core skills to prepare:

macOS + JAMF + Intune + FileVault + M365 + Entra ID/AD + VPN/Networking + Endpoint Security + ServiceNow + ITIL/Incident Management.