Technical Support Engineer

HCLTech · Washington

FULL TIME

Job Description

Provide Advanced macOS Support

Troubleshoot and resolve complex issues related to MacBook, iMac, macOS, VPN, Wi-Fi, printing, Microsoft 365 applications, and enterprise software.

Handle L2 Escalations

Manage escalated incidents and service requests from L1 teams, perform root cause analysis, and ensure resolution within agreed SLA timelines.

Manage Endpoint Administration

Administer JAMF Pro, Microsoft Intune, and Apple Business Manager for device enrollment, application deployment, patching, and policy management.

Support Device Lifecycle Operations

Execute provisioning, deployment, asset management, hardware replacement, break-fix support, onboarding, and offboarding activities for Mac devices.

Ensure Security & Compliance

Maintain FileVault encryption, endpoint compliance, vulnerability remediation, audit readiness, and adherence to enterprise security standards.

Documentation & Continuous Improvement

Create and maintain SOPs, knowledge articles, troubleshooting guides, and recommend service improvements to enhance user experience and operational efficiency.

Preferred Skills

macOS Administration

JAMF Pro Administration

Microsoft Intune & Entra ID

Apple Business Manager

ServiceNow

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Company	HCLTech
Location	Washington
Type	FULL TIME
Niche	Information and communications technology user support technicians

Explore 1M+ Live Opportunities.

Technical Support Engineer

Job Description

Preferred Skills