Mac Support Engineer - L2

The Mac Support Engineer (L2) is responsible for providing advanced technical support for Apple Mac devices, macOS operating systems, enterprise applications, and endpoint management solutions. The role involves troubleshooting complex incidents, managing device lifecycle activities, supporting JAMF/Intune environments, and ensuring compliance with enterprise security standards., Incident & Service Request Management

Provide L2 support for MacBook, iMac, Mac Mini, and Apple peripherals. Diagnose and resolve macOS hardware, software, performance, login, VPN, printing, Wi-Fi, and connectivity issues. Handle escalated tickets from L1 teams within defined SLA timelines and support root cause analysis for recurring incidents.

Endpoint Management

Administer and support JAMF Pro, Microsoft Intune, or Workspace ONE. Deploy applications, patches, configuration profiles, policies, and security updates. Monitor device compliance and remediate non-compliant devices.

Device Lifecycle Management

Provision new Mac devices, perform configuration and deployment, support asset tagging, replacement, break-fix, warranty support, and execute onboarding and offboarding activities.

Security & Compliance

Support FileVault encryption, endpoint security baselines, compliance policies, vulnerability remediation, audit support, and enterprise security standard adherence.

Application Support

Support Microsoft 365 applications including Outlook, Teams, OneDrive, Office Suite, and enterprise productivity tools. Package, deploy, and troubleshoot business applications.

Documentation & Reporting

Maintain knowledge articles, SOPs, ticket updates, technical reports, problem management inputs, and continuous improvement recommendations., This role is best suited for a hands-on Mac support professional who can independently resolve escalated macOS issues, manage endpoint compliance through JAMF or Intune, support device lifecycle activities, and collaborate across IT operations teams to improve service quality.

3 to 6 years of relevant enterprise Mac support experience, macOS Administration

macOS Ventura, Sonoma, Sequoia or latest enterprise-supported versions; user profile management; FileVault; Time Machine; macOS troubleshooting.

Apple Enterprise Management

JAMF Pro administration, Apple Business Manager, Automated Device Enrollment / DEP, Volume Purchasing Program / VPP.

Microsoft Technologies

Microsoft Intune, Entra ID / Azure AD, Microsoft 365, Teams, OneDrive, and Outlook.

Networking

TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting, network printer support.

Scripting

Bash, Zsh, AppleScript, and basic PowerShell preferred.

ITSM Tools

ServiceNow, Remedy, Jira Service Management, or equivalent ITSM ticketing tools.

Qualifications & Certifications

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Apple Certified Support Professional (ACSP) preferred.
• JAMF 100 / JAMF 200 certification preferred.
• ITIL Foundation certification preferred.
• Experience supporting enterprise users, VIP users, and regulated environments preferred.

Soft Skills

• Excellent troubleshooting and analytical skills.
• Strong customer service orientation and ownership mindset.
• Good verbal and written communication skills.
• Ability to work independently and in a team environment.
• Ability to coordinate with L1, L3, security, network, application, and asset teams.

Key Performance Indicators (KPIs)

KPI

Expected Outcome

Incident Resolution SLA Compliance

Tickets resolved within agreed SLA targets.

First Time Fix Rate

High percentage of issues resolved without repeat escalation.

Device Compliance Percentage

Managed Mac devices remain compliant with enterprise baseline.

Customer Satisfaction (CSAT)

Positive end-user feedback for support experience.

Knowledge Base Contribution

Regular contribution to SOPs, known error articles, and troubleshooting guides.

Ticket Backlog Management

Low aged-ticket backlog and timely follow-up on pending items.

Preferred Enterprise Experience

• JAMF Pro administration in a medium or large enterprise environment.
• Intune managed Mac environment and Apple Business Manager integration.
• Microsoft 365 ecosystem support for Mac users.
• Endpoint security, compliance, encryption, and vulnerability remediation.
• Large-scale Mac support environment with structured ITSM processes.

3.73.7 out of 5 stars Washington, DC 20004 Hybrid work $51,000 - $75,000 a year - Full-time, Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Employee assistance program, A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

Pay: $51,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off