Mac L2 Support Engineer: Escalations & Mac Device Lifecycle

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

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.