Mac L2 Support Engineer

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.