MAC Support (L2)

Job Summary:We are seeking a skilled and certified MAC Level 2 Support Engineer to provide advanced technical support for MacBook devices at our client’s location. The ideal candidate will be responsible for troubleshooting, resolving complex technical issues, and ensuring optimal performance of Apple hardware and macOS environments.Key Responsibilities:Provide Level 2 support for MacBook laptops, including hardware and software troubleshooting.Diagnose and resolve escalated issues from Level 1 support, ensuring minimal downtime for end users.Perform system upgrades, OS installations, and patch management for macOS devices.Manage and support Apple device management tools (e.g., Jamf Pro, Apple Business Manager).Configure and deploy new Mac devices, ensuring compliance with company policies and security standards.Collaborate with IT teams to implement and maintain endpoint security, encryption, and backup solutions.Maintain accurate documentation of issues, resolutions, and asset inventory.Provide user training and guidance on best practices for macOS usage and security.Liaise with Apple support and third-party vendors for warranty and repair services.Participate in IT projects and contribute to continuous improvement initiatives.Required Qualifications:Apple Certified Support Professional (ACSP) or equivalent MAC certification.Minimum 3 years of experience in IT support with at least 2 years in a Level 2 MAC support role.Strong knowledge of macOS, Apple hardware, and related technologies.Experience with MDM solutions such as Jamf, Intune, or similar.Familiarity with networking concepts, VPNs, and enterprise Wi-Fi.Excellent troubleshooting and problem-solving skills.Strong communication and interpersonal skills.Ability to work independently at a client site and manage multiple priorities.Preferred Qualifications:Experience in a corporate or enterprise IT environment.Knowledge of scripting (e.g., Bash, Python) for automation.Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow).