Job Summary
Provide L3 support and technical ownership for complex macOS incidents, recurring problems, service requests, and changes. • Administer, maintain, and optimize Jamf Pro and Microsoft Intune capabilities used for enterprise macOS management. • Design and support macOS enrollment, configuration profiles, compliance policies, security baselines, software distribution, patching, and OS upgrade processes. • Build and maintain automated application packaging and deployment workflows using AutoPkg, including recipe management, validation, testing, and controlled promotion. • Package, test, deploy, update, and retire macOS applications while maintaining dependable rollback and remediation procedures. • Perform advanced root-cause analysis across macOS, management agents, certificates, authentication, networking, security controls, and enterprise applications. • Develop and maintain shell scripts and automation to improve provisioning, compliance, inventory accuracy, remediation, and operational efficiency. • Support Apple Business Manager integration and automated device-enrollment workflows for corporate Mac devices. • Partner with endpoint security, identity, network, application, and workplace engineering teams to resolve cross-platform issues. • Own technical documentation, operational procedures, knowledge articles, support playbooks, and platform standards. • Provide technical guidance to L1/L2 teams, review escalations, conduct knowledge transfer, and improve first-time resolution. • Work with global teams and vendors while ensuring adherence to agreed SLAs, ITIL processes, security requirements, and change governance.
Key Responsibilities
Skill Requirements
8–12 years of overall experience in enterprise endpoint engineering/support, with strong hands-on experience supporting macOS at L3 or SME level. • Strong administration and troubleshooting experience with Jamf Pro for macOS device management. • Working knowledge of Microsoft Intune for macOS, including enrollment, configuration, compliance, application deployment, and troubleshooting. • Hands-on experience with AutoPkg for automated macOS application packaging and update workflows. • Strong knowledge of macOS architecture, installation, configuration, patching, upgrades, recovery, logs, profiles, permissions, FileVault, and system extensions. • Experience with macOS software packaging and deployment formats such as PKG and DMG, including pre-install/post-install scripting and validation. • Proficiency in shell scripting, preferably Bash or zsh, for automation, diagnostics, and remediation. • Knowledge of Apple Business Manager, Automated Device Enrollment, certificates, and enterprise identity integration. • Experience troubleshooting security, compliance, authentication, VPN, network, and enterprise application issues on macOS. • Strong incident, problem, change, and release-management discipline in a large enterprise environment.
Other Requirements
SME and Leadership Skills • Act as the technical escalation point and trusted SME for the enterprise macOS service. • Drive root-cause elimination, technical debt reduction, automation, and service-stability improvements. • Review technical solutions and changes for quality, security, scalability, and operational readiness. • Coordinate major macOS platform activities such as OS upgrades, application releases, security remediation, and management-tool changes. • Communicate clearly with customer stakeholders, service management, architects, security teams, and engineering teams. • Mentor support engineers and contribute to capability development across the macOS support function. Preferred Skills and Certifications • Jamf Certified Tech, Jamf Certified Admin, or equivalent Jamf certification. • Apple Device Support or Apple Deployment and Management certification. • Microsoft 365 Certified: Endpoint Administrator Associate or relevant Intune certification. • ITIL Foundation certification. • Experience with Git-based version control, CI/CD concepts, or structured promotion workflows for scripts and AutoPkg recipes. • Awareness of Microsoft Entra ID, certificate-based authentication, conditional access, endpoint security, and zero-trust principles as they apply to macOS.