MAC Support Technician - L2

The Apple macOS Desktop Support L2 Engineer will provide comprehensive end-user support for corporate Mac devices. The role focuses on incident resolution, service requests, break-fix support, and ensuring service delivery in line with defined SLAs. The engineer will also support mobile device management and enterprise desktop environments., * Provide L2 deskside and remote support for macOS devices

• Troubleshoot macOS operating system, hardware, and application-related issues
• Perform IMAC activities including provisioning, setup, and decommissioning of devices
• Support standard enterprise desktop applications across the organization
• Assist with macOS updates, patching, and system upgrades
• Manage peripherals such as printers, scanners, and other endpoint devices
• Document incidents, resolutions, and technical solutions in ITSM tools
• Coordinate with Jamf and mobility teams for device management and policy enforcement
• Escalate complex or unresolved issues to L3 support teams
• Ensure adherence to SLA targets and maintain high customer satisfaction (CSAT)
• Manage and maintain accurate inventory of corporate-owned mobile devices (iOS phones and tablets)
• Track full device lifecycle including issuance, replacement, recovery, and decommissioning
• Provide support for iOS devices using VMware AirWatch / UEM platforms
• Perform device troubleshooting, selective wipe, and enforce security policies, * Can you describe your hands-on experience providing L2 support for macOS devices, including troubleshooting OS, hardware, and application issues?
• Have you worked with IMAC activities (installation, moves, adds, and changes), device provisioning, inventory tracking, or device lifecycle management for corporate-owned devices?
• This role requires onsite work in Boston and flexibility for overtime, holidays, and on-call support. Are you comfortable with these requirements?

Do you have experience in macOS administration?, * Strong communication skills

• Willingness to work onsite in Boston
• Flexibility to work overtime, holidays, and on-call support when required
• Basic knowledge of Jamf is required
• Hands-on experience in managing and supporting mobile devices (iOS preferred)