Technology Support III - Escalation Mac Support Engineer
On-site · Jersey City, New Jersey, United States
Job Summary
Act as L3 escalation for macOS incidents, owning high-severity issues through resolution and root-cause analysis. Administer and optimize MDM at scale: build and maintain scripts and automation to reduce toil, accelerate remediation, and improve telemetry. Partner with Security, Networking, and Service Desk teams to standardize solutions, publish knowledge, and uplift L1/L2 capabilities. Monitor fleet health, report on KPIs (compliance, patch levels, incident trends), and drive continuous improvements. Collaborate on cross-platform issues; support VDI and Citrix environments as needed; interface with Windows teams for interoperability. Create high-quality documentation, runbooks, and change records; contribute to change/release processes. Requires 5+ years hands-on macOS engineering and 5+ years MDM administration in a large enterprise environment, with deep macOS knowledge and experience across ABM/Enrolled devices, VPP, and configuration profiles. Core competencies include self-starting ownership, problem-solving under time pressure, strong documentation, and a growth mindset toward automation and leadership opportunities.
Required Qualifications
- 5+ years hands-on Desktop Support and macOS engineering experience
- 5+ years MDM administration (Jamf, WorkSpaceOne) with proven delivery in a large enterprise (10,000+ Macs)
- Deep knowledge of macOS and Apple ecosystem at scale: ABM/Automated Device Enrollment, VPP, MDM, configuration profiles, policy frameworks
- Strong troubleshooting across networking, Wi-Fi, VPN, identity/SSO, certificates, and endpoint security
- Demonstrated ability to work independently, prioritize effectively, and perform under pressure with clear, calm communication
- Excellent stakeholder engagement skills and a track record of cross-functional collaboration
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