Job Summary

The Sr. Mac Packaging Administrator plays a crucial role in delivering advanced technical support and operations management for macOS environments. This position focuses on troubleshooting, root cause analysis, and ensuring compliance with quality standards, ultimately enhancing customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Mac Packaging And Jamf To Troubleshoot Complex Incidents, Perform Root Cause Analysis, And Implement Effective Solutions For Technical And Security Issues.
2. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Managing And Resolving Escalated Tickets Within Agreed Slas.
3. Collaborate With Cross-Functional Support Teams To Ensure A Seamless Operational Workflow And Maintain A Robust Security Posture Across Macos Systems.
4. Contribute To Knowledge Management By Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
5. Drive Customer Satisfaction By Ensuring Positive Experiences Through First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, While Proactively Addressing And Mitigating Security Threats.

Skill Requirements

1. Proficient In Mac Packaging And Jamf Administration.
2. Strong Analytical And Troubleshooting Skills For Resolving Complex Technical Issues.
3. Excellent Communication Skills For Effective Collaboration With Support Teams And Customer Interactions.
4. Familiarity With Quality Standards And Regulatory Compliance In It Operations.
5. Ability To Manage Multiple Priorities And Meet Deadlines In A Dynamic Environment.

Other Requirements

1. Jamf Certified Technician (Recommended).
2. Apple Certified Support Professional (Optional But Valuable)