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 setting, 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.

📌 Mac Support Specialist (EUC) (Bengaluru)
🏢 OP
📍 Bengaluru