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# Mac Support Engineer (L2)

- **Company:** HCL America Inc.
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Macintosh Computers, IMac, Apple Mac Systems, AppleScript (Scripting Language), JIRA, Bash Shell, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Information Technology Operations, Virtual Private Networks (VPN), Microsoft Software, Windows PowerShell, Azure Active Directory, Software Deployment, TCP/IP, Wi-Fi Technology, Scripting, Enterprise Software Applications, Workspace ONE, Microsoft InTune, Information Technology, Apple Business Manager, Casper Suite, Servicenow
- **Published:** October 11, 2026
- **Apply:** https://www.juju.com/job/2_163288775

## About the Role

* Experience 3 to 6 years of relevant enterprise Mac support experience
 * Work Mode Onsite / Hybrid / Remote as per business need
 * Primary Tools macOS, JAMF Pro, Apple Business Manager, Microsoft Intune, ServiceNow, * 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., * Required Technical Skills
 * Skill Category Expected Knowledge
 * 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.

Soft Skills

 * Excellent troubleshooting and analytical skills.
 * Strong customer service orientation and ownership mindset.
 * Good verbal and written communication skills.
 * Ability to work

## 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.

Role Fit Summary

 * 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.