L2 macOS Support Engineer
WFA Digital Insight
As the demand for skilled support engineers continues to grow, with a 25% increase in job postings over the past year, professionals with expertise in macOS and iOS are in high demand. Dijital Team Pty Ltd stands out for its specialization in Apple technologies and commitment to delivering secure, scalable solutions. With the remote work landscape evolving, companies are looking for engineers who can work independently and collaboratively. Before applying, candidates should be aware of the importance of staying up-to-date with the latest technologies and having a strong understanding of IT service management. This role is a chance to join a team that values accountability, collaboration, and continuous improvement.
Job Description
About the Role
The L2 macOS Support Engineer role is a critical position within Dijital Team Pty Ltd's Managed Services team, focusing on resolving complex technical issues and maintaining secure, reliable client environments. This role requires a proactive and experienced individual who can work effectively in a fast-paced environment, leveraging their expertise across macOS, iOS, and Windows technologies. The engineer will be part of a high-performing team that values collaboration, integrity, and continuous improvement.Daily responsibilities will include troubleshooting and resolving technical support requests, supporting a diverse technology landscape, and contributing to the continuous improvement of support processes. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work under pressure while maintaining a calm and methodical approach.
As a key member of the team, the L2 macOS Support Engineer will play an active role in mentoring junior engineers, sharing knowledge, and contributing to the development of the team's capabilities. This position offers the opportunity to work with a highly regarded managed services provider that specializes in supporting modern workplace environments for small and medium-sized businesses.
What You Will Do
- Resolve technical support requests within agreed service levels, delivering sustainable long-term solutions.
- Troubleshoot and support macOS, iOS, Windows desktop, and server environments.
- Follow established support processes and escalate issues where appropriate.
- Maintain clear and proactive communication with clients throughout the support lifecycle.
- Monitor client environments to identify risks, performance concerns, and compliance issues.
- Build strong client relationships through professional and proactive engagement.
- Act as a trusted technical contact for support-related matters.
- Assist with onboarding and offboarding activities.
- Identify opportunities to enhance client environments and improve operational efficiency.
- Maintain accurate technical documentation and support records.
- Contribute to internal knowledge bases and documentation repositories.
What We Are Looking For
- Minimum 2+ years of experience in an L2 Support Engineer role within an MSP environment.
- Strong troubleshooting expertise across macOS, iOS, Windows Desktop, and Windows Server.
- Proven ability to manage support requests end-to-end within SLA-driven environments.
- Experience working independently while balancing multiple priorities, escalations, and client expectations.
- Essential tools and technologies includes Microsoft 365 and/or Google Workspace administration, Remote Monitoring and Management (RMM) platforms, ITSM and ticketing systems, endpoint protection and patch management solutions, and networking fundamentals.
- Familiarity with MDM and identity management platforms such as Jamf, Addigy, JumpCloud, Okta, or Entra ID.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Calm and methodical approach when working under pressure.
Nice to Have
- Scripting experience using PowerShell, Bash, or Zsh.
- Relevant certifications across Microsoft, Apple, or Google technologies.
- Exposure to security frameworks and compliance standards.
- Experience with AI-powered tools and their practical application within technical support environments.
Benefits and Perks
- Opportunity to work with a highly regarded managed services provider.
- Collaborative and dynamic work environment.
- Professional development opportunities.
- Access to the latest technologies and tools.
- Flexible working arrangements.
- Competitive package.
- Recognition and reward for outstanding performance.
- Health and wellness programs.
- Remote work stipend.
How to Stand Out
- Ensure your resume highlights specific examples of troubleshooting and resolving complex technical issues in macOS and iOS environments.
- Develop a strong understanding of IT service management principles and how they apply to your work.
- Be prepared to discuss your experience with Remote Monitoring and Management (RMM) platforms and other essential tools and technologies.
- Showcase your ability to work independently and collaboratively in a fast-paced environment.
- Consider obtaining relevant certifications to enhance your credibility and career prospects.
- Prepare examples of how you have contributed to continuous improvement initiatives in previous roles.
- Research the company culture and values to understand how you can contribute to and thrive in the team.
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