What are the responsibilities and job description for the Mac Support Technician- L2 position at Sky Systems, Inc. (SkySys)?
Job Title: Apple macOS Desktop Support L2 Engineer
Job Overview
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)