Responsibilities
Direct Responsibilities

1. Advanced Technical Support (L2)
* Act as the primary escalation point for complex macOS issues that cannot be resolved by the L1 Service Desk.
* Troubleshoot hardware failures, kernel panics, and OS-level instabilities.
* Diagnose and resolve complex connectivity issues (VPN, Wi-Fi, DNS, and Active Directory integration).
* Provide high-touch executive support (VIP support) for leadership teams.
* Hands-on experience on Apple device management tools

2. MDM & Fleet Management
* Manage and maintain the Mobile Device Management (MDM) platform (e.g., Jamf Pro, Kandji, Mosyle, or VMware Workspace ONE).
* Create, test, and deploy configuration profiles, scripts, and software packages.
* Manage the Apple Business Manager (ABM) portal and Automated Device Enrollment (ADE).
* Ensure all macOS devices are compliant with company security policies (encryption, patching, and password requirements).

3. Application Support
* Install, configure, and troubleshoot business-critical applications (e.g., Adobe Creative Cloud, Microsoft 365, MS Teams, ,



and proprietary internal apps).
* Manage application lifecycle: testing recent versions, deploying updates, and decommissioning legacy software.
* Collaborate with global counterparts (L3) to resolve bugs or performance issues.

4. Security & Compliance
* Ensure FileVault encryption is active and recovery keys are securely managed.
* Deploy and manage security agents (EDR/AV) on all Mac endpoints.
* Coordinate OS patching and security updates to mitigate vulnerabilities.

5. Documentation & Mentorship
* Create and maintain internal Knowledge Base (KB) articles for both L1 technicians and end-users.
* Mentor L1 support staff to improve their first-call resolution (FCR) rates for Mac-related issues.

Contributing Responsibilities
· Active Team Player.
· Communicate with customers, resolve complaints, problems, assuring the service quality of the Technical Support Services Team.
Technical & Behavio

📌 MacOS & Application Support Engineer (Mumbai)
🏢 BNP Paribas
📍 Mumbai