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 (WiFi, VPN, DNS, DHCP) to diagnose connectivity issues.
- Experience working in an ITSM/ticketing workplace, 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, contemporary 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)
🏢 orangepeople
📍 Bengaluru