MacOS Support Engineer/Remote

About the role

We are looking for a macOS Support Engineer to provide technical support and administration for Apple Mac devices across the organization. The role will be responsible for troubleshooting macOS hardware/software issues, managing devices through MDM tools, supporting users, and ensuring devices remain secure and compliant.

Responsibilities

• Provide L1/L2 technical support for MacBooks, macOS, applications, and peripherals.
• Troubleshoot hardware, software, performance, Wi-Fi, VPN, and connectivity issues.
• Install, configure, upgrade, and maintain macOS and business applications.
• Manage Mac devices using MDM tools such as Jamf Pro or Microsoft Intune.
• Support device enrollment, configuration profiles, application deployment, patching, and compliance.
• Assist with Apple Business Manager (ABM) and automated device enrollment.
• Troubleshoot user accounts, authentication, SSO, and access-related issues.
• Monitor and maintain endpoint security requirements such as FileVault, OS updates, and security policies.
• Manage incidents and service requests through ITSM/ticketing tools such as ServiceNow or Jira.
• Maintain accurate asset inventory and device records.
• Document troubleshooting steps, solutions, SOPs, and knowledge-base articles.
• Escalate complex issues to the appropriate engineering or vendor teams.
• Support Mac onboarding, device replacement, upgrades, and decommissioning.
• Work with IT, Security, Network, and other teams to resolve technical issues.

Skills

• Strong knowledge of macOS administration and troubleshooting.
• Hands-on experience with Apple MacBook hardware and peripherals.
• Basic knowledge of Jamf Pro, Microsoft Intune, or another MDM solution.
• Good understanding of networking fundamentals: DNS, DHCP, Wi-Fi, VPN, and TCP/IP.
• Knowledge of Microsoft 365, SSO, MFA, and identity/access management.
• Familiarity with Apple Business Manager and device enrollment.
• Basic knowledge of Bash/Zsh scripting is an advantage.
• Experience working with ITSM/ticketing systems.
• Good communication, documentation, and customer-service skills.