SME - Desk Side Services, AMT Asset Management Software

We are looking for a Mac Support Engineer to provide L1/L2 technical support for enterprise Mac users. The role will be responsible for resolving day-to-day hardware, software, connectivity, authentication, and access-related issues while ensuring a good end-user experience.

Provide L1/L2 support for MacBook and macOS users. Troubleshoot Wi-Fi connectivity issues, including corporate wireless access, authentication, certificates, and connectivity problems. Support password reset, account lockout, login, and authentication issues. Troubleshoot VPN and remote connectivity issues. Resolve macOS startup, performance, application, and operating system-related problems. Support Microsoft applications including Outlook, Teams, OneDrive, Edge, Word, Excel, and PowerPoint on Mac. Troubleshoot email configuration and Outlook connectivity/synchronization issues. Support Microsoft Entra ID / Active Directory user authentication and access-related issues. Troubleshoot peripherals including: Monitors and docking stations Keyboards and mice Headsets Printers Webcams Support installation, configuration, and troubleshooting of approved applications. Assist users with MFA and Microsoft Authenticator related issues. Troubleshoot browser, certificate, proxy, DNS, and basic network connectivity issues. Perform basic macOS configuration, software upgrades, and security updates. Support corporate device enrollment and basic Microsoft Intune or Jamf troubleshooting where applicable. Log, track, update, and close incidents/service requests using tools such as ServiceNow. Escalate complex hardware, network, identity, or security issues to appropriate L3/support teams. Follow IT security, access management, and support procedures.

Good hands-on experience supporting Apple MacBook/macOS environments. Strong troubleshooting skills for: Wi-Fi Password/login issues VPN Outlook and Teams MFA Application issues Hardware/peripherals Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi and VPN. Understanding of Active Directory and/or Microsoft Entra ID. Familiarity with enterprise endpoint management such as Microsoft Intune or Jamf. Experience with an ITSM tool such as ServiceNow. Good communication and end-user handling skills.