Job Overview
The Apple macOS Desktop Support L2 Engineer will provide comprehensive end-user support for corporate Mac devices. The role focuses on incident resolution, service requests, break-fix support, and ensuring service delivery in line with defined SLAs. The engineer will also support mobile device management and enterprise desktop environments.
Key Requirements:
• Provide L2 deskside and remote support for macOS devices
• Troubleshoot macOS operating system, hardware, and application-related issues
• Perform IMAC activities including provisioning, setup, and decommissioning of devices
• Support standard enterprise desktop applications across the organization
• Assist with macOS updates, patching, and system upgrades
• Manage peripherals such as printers, scanners, and other endpoint devices
• Document incidents, resolutions, and technical solutions in ITSM tools
• Coordinate with Jamf and mobility teams for device management and policy enforcement
• Escalate complex or unresolved issues to L3 support teams
• Ensure adherence to SLA targets and maintain high customer satisfaction (CSAT)
• Manage and maintain accurate inventory of corporate-owned mobile devices (iOS phones and tablets)
• Track full device lifecycle including issuance, replacement, recovery, and decommissioning
• Provide support for iOS devices using VMware AirWatch / UEM platforms
• Perform device troubleshooting, selective wipe, and enforce security policies
Must haves:
- Desktop imaging
- Application Installation / support
- Outlook issues troubleshooting
- Printer related troubleshooting
- Conference room management
Knowledge on ticketing tool
Basic knowledge of Jamf is required
Hands-on experience in managing and supporting mobile devices (iOS preferred)
Non-Technical