Mac L2 Support Engineer

HCL Technologies Limited; Washington (District of Columbia); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCL Technologies Limited is seeking a Mac-centric IT support professional in Washington, DC. You will resolve complex Mac, macOS, VPN, and enterprise app issues and manage L2 escalations to meet SLA timelines.

You will administer JAMF Pro, Microsoft Intune, and Apple Business Manager for device enrollment, deployment, and patching, while supporting the device lifecycle from provisioning to offboarding. Strong security and SOP development are essential.

Qualifications

• Experience supporting Mac OS and enterprise apps.
• Ability to handle escalations within SLA.
• Experience with device enrollment and patching.

Responsibilities

• Troubleshoot and resolve complex issues related to Mac devices, VPN, Wi-Fi, printing, M365 apps, and enterprise software.
• Handle L2 escalations and manage incidents from L1 teams with root-cause analysis.
• Administer JAMF Pro, Intune, and Apple Business Manager for enrollment, deployment, patching, and policy management.
• Support device lifecycle operations including provisioning, deployment, asset management, hardware replacement, and onboarding/offboarding.
• Ensure security and compliance through FileVault, endpoint compliance, vulnerability remediation, and audit readiness.
• Create and maintain SOPs, knowledge articles, troubleshooting guides, and recommend service improvements to enhance user experience.

Skills

L2 Escalations

Root Cause Analysis

Mac Troubleshooting

VPN & Wi-Fi

Tools

JAMF Pro

Microsoft Intune

Apple Business Manager

Job description

o Troubleshoot and resolve complex issues related to MacBook, iMac, macOS, VPN, Wi-Fi, printing, Microsoft 365 applications, and enterprise software.

2. Handle L2 Escalations

o Manage escalated incidents and service requests from L1 teams, perform root cause analysis, and ensure resolution within agreed SLA timelines.

o Administer JAMF Pro, Microsoft Intune, and Apple Business Manager for device enrollment, application deployment, patching, and policy management.

4. Support Device Lifecycle Operations

o Execute provisioning, deployment, asset management, hardware replacement, break-fix support, onboarding, and offboarding activities for Mac devices.

5. Ensure Security & Compliance

o Maintain FileVault encryption, endpoint compliance, vulnerability remediation, audit readiness, and adherence to enterprise security standards.

o Create and maintain SOPs, knowledge articles, troubleshooting guides, and recommend service improvements to enhance user experience and operational efficiency.

Preferred Skills

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.