Infrastructure Analyst Mac Operations Support

Mac Operations Support requires advanced enterprise macOS and Jamf expertise, demonstrated ownership of complex incidents and escalations, strong troubleshooting and root-cause-analysis skills, and the ability to serve as a technical liaison between frontline support and Mac Engineering 
 

 
Technical expertise

• Advanced macOS troubleshooting across hardware, OS, applications, authentication, networking, VPN, peripherals, and security tooling.
• Strong Jamf expertise, including enrollment, policies, application deployment, device status, Self Service, and troubleshooting failed configurations. Your internal Mac training discussions specifically identify Jamf as a core troubleshooting and management platform.
• Working knowledge of Intune/Entra registration, platform SSO, endpoint security agents, VPN, DLP, and enterprise application deployment. 
• Ability to troubleshoot complex or recurring issues rather than simply escalate them.
• Ability to perform root-cause analysis, recognize incident patterns, validate fixes, and recommend permanent solutions.

• Own complex Mac incidents and escalations from initial triage through resolution.
• Serve as an escalation point for Level I/II TechSquad technicians.
• Manage or help oversee the specialized Mac support queue. 
• Coordinate directly with Mac Engineering and other technical teams when an issue requires engineering involvement.
• Track recurring problems and convert successful resolutions into KBs, procedures, and standardized fixes.

• Mentor Level I/II technicians and provide Mac troubleshooting guidance.
• Develop and maintain Mac knowledge articles and operational documentation.
• Lead investigations into high-impact or recurring Mac incidents.

• Minimum of 6 years’ higher education and/or work experience
• Enterprise endpoint/desktop support experience.
• Substantial macOS enterprise support experience.
• Demonstrated experience supporting Macs through an enterprise MDM platform, preferably Jamf.
• Experience working escalations and complex incidents in a large enterprise environment.
• Prior experience reading and digesting technical information
• Detail-oriented
• Strong written and verbal communication skills
• Prior experience communicating technical information within a team and to immediate manager
• Strong customer focus, including ability to manage customer needs and multiple work priorities

• Bachelor’s degree in technology-related field
• 4–6+ years of enterprise endpoint/desktop support experience.
• 2–3+ years of substantial macOS enterprise support experience.
• Apple Certified Support Professional
• Apple Certified IT Professional
• Relevant Jamf training/certification
• Minimum of 7 years’ higher education and/or work experience
• Certifications or special training in related technologies