What are the responsibilities and job description for the Desktop Support L2 Engineer position at Nityo Infotech Corporation?
Role: Desktop Support L2 Engineer
Location: Boston, MA
Type: Fulltime
Job description:
The Desktop Support L2 Engineer (Apple macOS) provides end-user support for CLIENT Mac devices, focusing on incident resolution, service requests, and break-fix support in accordance with defined SLAs.
Required Skills:
Provide L2 deskside and remote support for macOS devices
Troubleshoot OS, hardware, and application issues
Perform IMAC activities including provisioning and decommissioning
Support standard enterprise desktop applications
Assist with macOS updates and patching
Manage peripherals such as printers and scanners
Document incidents and solutions in ITSM tools
Coordinate with Jamf and mobility teams as needed
Escalate unresolved issues to L3
Maintain high CSAT and SLA compliance
Maintain accurate inventory of corporateowned mobile devices (iOS phones and tablets)
Track device lifecycle end to end including issuance, replacement, recovery, and decommissioning
Support iOS devices using VMware AirWatch/UEM platforms
Perform device troubleshooting, selective wipe, and policy enforcement
Other Skills:
Basic knowledge in JAMF is needed
Hands on experience in handling mobile devices
Sheetal Rawat
Technical Resource Specialist
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