Job Posting Title:
Technical Support Engineer - Mac Specialist
Req ID:
10154742
Job Description:
About the Role
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, transparent 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 reso

📌 Technical Support Engineer (Bengaluru)
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