> Markdown version of [/jobs/ext/2610397-mac-support-engineer-l2](https://www.wearedevelopers.com/jobs/ext/2610397-mac-support-engineer-l2). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Mac Support Engineer - L2 - **Company:** HCL Technologies - **Location:** Washington, DC, United States - **Experience:** Experienced - **Salary:** $51,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Macintosh Computers, IMac, Apple Mac Systems, AppleScript (Scripting Language), JIRA, Bash Shell, Business Software, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Information Technology Operations, Virtual Private Networks (VPN), Microsoft Software, Office Suite, Windows PowerShell, Productivity Software, Azure Active Directory, Software Deployment, TCP/IP, Software Vulnerability Management, Wi-Fi Technology, Scripting, Enterprise Software Applications, Office365, Workspace ONE, Peripherals, Microsoft InTune, Information Technology, Casper Suite, CIS Benchmarks, Servicenow - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9210faa46193e2c6 ## About the Role 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. ## Description 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. ## Related Videos - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Top Must-Visit Developer Conferences in the US in 2026](https://www.wearedevelopers.com/magazine/679-top-must-visit-developer-conferences-in-the-us-in-2026) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)