Executive

🎯 Role Summary

L2 IT Engineer

macOS environments

MDM

endpoint security (EDR)

enterprise networking

advanced troubleshooting of macOS and Windows endpoints

MDM policies

EDR alerts

firewall/network connectivity

IT asset inventory

🧠 Key Responsibilities

• macOS Support & Administration
• Advanced troubleshooting of macOS laptops (Intel & Apple Silicon)
• Resolve macOS issues related to:
• Login & FileVault
• Activation Lock / Apple ID conflicts
• OS upgrade failures
• Kernel extensions / system extensions
• Camera, audio, Wi-Fi, VPN, certificate issues
• Support macOS security controls and system preferences
• Work with Apple Business Manager (ABM) concepts (preferred)
• MDM Management (macOS & Windows)
• Manage devices using MDM platforms (Scalefusion / Jamf / Intune or similar)
• Deploy and maintain:
• Password policies
• Screen lock & timeout
• USB restrictions
• Application allow/block policies
• OS updates and compliance policies
• Troubleshoot MDM enrollment, policy sync, and compliance issues
• Coordinate device onboarding and offboarding via MDM
• Endpoint Security / EDR
• Handle endpoint security tools such as:
• Trend Micro / Defender / CrowdStrike / SentinelOne (any)
• Monitor and respond to:
• EDR alerts
• DLP violations
• Malware and suspicious activity
• Perform basic incident triage and escalation to L3/Security team
• Ensure endpoints remain compliant with security baselines
• Networking & Firewall Support
• Troubleshoot network connectivity issues:
• LAN / Wi-Fi / VPN
• DNS, DHCP, IP conflicts
• Hands-on exposure to enterprise firewalls (Sophos / FortiGate / SonicWall / Cisco – any)
• Assist in:
• Firewall rule validation
• VPN troubleshooting
• Internet access issues
• Web filtering and access control verification
• Windows & Peripheral Support
• L2 support for Windows laptops/desktops
• Troubleshoot:
• OS issues
• Driver problems
• BitLocker
• Performance issues
• Support printers:
• Network printers
• Driver installation
• Queue and spooler issues
• Asset & Inventory Management
• Maintain accurate IT asset inventory:
• Laptops (macOS & Windows)
• Printers
• Accessories
• Track device lifecycle:
• Allocation
• Replacement
• Decommissioning
• Coordinate with HR/Admin during onboarding & offboarding
• Ensure asset data accuracy in inventory systems (Excel / ITSM / CMDB)
  

Ticketing & Documentation

• Handle L2 tickets
• Provide root cause analysis for recurring issues
• Document:
• Standard fixes
• SOPs
• Known issues
• Work closely with L1 & L3 teams