Technical Support Engineer

Job Description

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1. Provide Advanced macOS Support
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• Troubleshoot and resolve complex issues related to MacBook, iMac, macOS, VPN, Wi-Fi, printing, Microsoft 365 applications, and enterprise software.
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1. Handle L2 Escalations
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• Manage escalated incidents and service requests from L1 teams, perform root cause analysis, and ensure resolution within agreed SLA timelines.
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1. Manage Endpoint Administration
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• Administer JAMF Pro, Microsoft Intune, and Apple Business Manager for device enrollment, application deployment, patching, and policy management.
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1. Support Device Lifecycle Operations
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• Execute provisioning, deployment, asset management, hardware replacement, break-fix support, onboarding, and offboarding activities for Mac devices.
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1. Ensure Security & Compliance
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• Maintain FileVault encryption, endpoint compliance, vulnerability remediation, audit readiness, and adherence to enterprise security standards.
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1. Documentation & Continuous Improvement
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• Create and maintain SOPs, knowledge articles, troubleshooting guides, and recommend service improvements to enhance user experience and operational efficiency.
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Preferred Skills

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• macOS Administration
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• JAMF Pro Administration
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• Microsoft Intune & Entra ID
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• Apple Business Manager
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• ServiceNow
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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 View email address on ziprecruiter.com for investigation.