Tier 2 macOS Support Specialist

IF YOU CAN NOT WORK ONSITE IN OUR PHOENIX CORPORATE OFFICE, PLEASE DO NOT APPLY.

Tier 2 macOS Support Specialist

Department: Managed Services

Reports To: Service Desk Manager

Employment Type: Full-Time

Location: Corporate Office, Phoenix AZ

Position Summary

We are seeking a Tier 2 macOS Support Engineer to provide advanced technical support for our managed services clients. This position serves as an escalation point for Tier 1 technicians and is responsible for troubleshooting and resolving macOS, Apple hardware, Microsoft 365, identity, networking, security, and application issues.

Our primary Mac management platform is Addigy , with a smaller number of clients using Microsoft Intune . The ideal candidate is a strong Mac technician who understands how Apple devices operate in a managed business environment and can independently take ownership of issues through resolution.

Key Responsibilities

· Provide Tier 2 support for macOS desktops and laptops.

· Serve as an escalation point for Tier 1 technicians.

· Troubleshoot macOS performance, hardware, applications, authentication, printing, networking, VPN, and peripheral issues.

· Administer and troubleshoot Macs using Addigy as our primary MDM platform.

· Support Apple Business Manager , Automated Device Enrollment, FileVault, configuration profiles, application deployment, security policies, and macOS updates.

· Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.

· Troubleshoot Microsoft Entra ID, MFA, Conditional Access, and authentication issues.

· Experience with virtualization such as Parallels, VMware Fusion, or VirtualBox.

· Deploy and troubleshoot endpoint security, EDR, VPN, and other managed applications.

· Use macOS Terminal and command-line tools for advanced troubleshooting.

· Document troubleshooting and resolutions in the PSA system.

· Maintain SLA expectations and communicate professionally with customers.

· Assist with new device deployments, client onboarding, and technology refresh projects.

· Create technical documentation and assist Tier 1 technicians with Mac-related issues.

Qualifications

· 3+ years of professional IT support experience, preferably in an MSP environment.

· 2+ years of hands-on macOS support experience.

· Apple MAC OS Certification strongly preferred.

· Strong knowledge of macOS and Apple Silicon hardware.

· Experience with Apple MDM and endpoint management.

· Addigy experience strongly preferred.

· Experience with Microsoft Intune is a plus.

· Experience with Apple Business Manager and automated device enrollment.

· Working knowledge of Microsoft 365 and Microsoft Entra ID.

· Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.

· Familiarity with FileVault, macOS security controls, endpoint security, and EDR solutions.

· Comfortable using Terminal and basic Bash/Zsh commands.

· Strong troubleshooting, documentation, and customer service skills.

· Ability to independently troubleshoot issues and determine when escalation is appropriate.

What We're Looking For

We're looking for someone who really knows Macs but can also operate effectively in an MSP and Microsoft-centric environment . The right person takes ownership of difficult tickets, works well with customers, documents their work, helps Tier 1 technicians grow, and can determine whether a problem is related to the Mac, MDM, Microsoft 365, identity, networking, security, or another part of the customer's environment.

Compensation: $70,000–$85,000 annually, depending on experience, technical expertise, and qualifications.