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Apple Mac Desktop Support L2 Engineer

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Sky Systems, Inc. (SkySys)

Cambridge, MA (In Person)

Full-Time

Posted 3 days ago (Updated 15 hours ago) • Actively hiring

Expires 7/13/2026

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Job Description

Job Title :
Apple macOS Desktop Support L2 Engineer The Apple macOS Desktop Support L2 Engineer will provide comprehensive end-user support for corporate Mac devices. The role focuses on incident resolution, service requests, break-fix support, and ensuring service delivery in line with defined SLAs. The engineer will also support mobile device management and enterprise desktop environments. Key Responsibilities Provide L2 deskside and remote support for macOS devices Troubleshoot macOS operating system, hardware, and application-related issues Perform IMAC activities including provisioning, setup, and decommissioning of devices Support standard enterprise desktop applications across the organization Assist with macOS updates, patching, and system upgrades Manage peripherals such as printers, scanners, and other endpoint devices Document incidents, resolutions, and technical solutions in ITSM tools Coordinate with Jamf and mobility teams for device management and policy enforcement Escalate complex or unresolved issues to L3 support teams Ensure adherence to SLA targets and maintain high customer satisfaction (CSAT) Manage and maintain accurate inventory of corporate-owned mobile devices (iOS phones and tablets) Track full device lifecycle including issuance, replacement, recovery, and decommissioning Provide support for iOS devices using VMware AirWatch / UEM platforms Perform device troubleshooting, selective wipe, and enforce security policies Mandatory Requirements Strong communication skills Willingness to work onsite in Boston Flexibility to work overtime, holidays, and on-call support when required Basic knowledge of Jamf is required Hands-on experience in managing and supporting mobile devices (iOS preferred)