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 recent 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, life

📌 Mac Support Specialist (Bengaluru)
🏢 OP
📍 Bengaluru