Systems Engineer

Tier 2 Mac Operations SpecialistWe are seeking a Tier 2 Mac Operations Specialist. The ideal candidate will possess a strong understanding of the Jamf management platform, along with the ability to troubleshoot, escalate, and provide comprehensive support for our Mac environment. This role is crucial in ensuring the smooth operation and maintenance of our Mac devices, supporting end-users, and collaborating with various IT teams to resolve complex issues.Key ResponsibilitiesJamf Management:Administer and manage the Jamf platform to deploy, configure, and maintain Mac devices.Create and manage policies, profiles, and scripts within Jamf to ensure compliance and security standards.Perform regular audits and maintenance of the Jamf environment to ensure optimal performance.Troubleshooting and Support:Provide Tier 2 support for Mac-related issues, including hardware, software, and network connectivity problems.Diagnose and resolve complex technical issues by analyzing logs, error messages, and user reports.Assist end-users with MacOS, application, and peripheral device issues, ensuring minimal disruption to their workflow.Escalation and Collaboration:Escalate unresolved issues to Tier 3 support or appropriate teams, ensuring timely resolution.Collaborate with cross-functional IT teams to address systemic issues and improve overall service delivery.Document and communicate recurring issues to identify trends and recommend preventive measures.System Maintenance and Updates:Monitor and maintain Mac systems to ensure they are up to date with the latest patches, updates, and security measures.Conduct regular system health checks and performance tuning to optimize Mac device functionality.Assist in the rollout of new software and hardware initiatives, ensuring a seamless transition for end-users.User Training & Documentation:Provide training and support materials for end-users to enhance their understanding and use of Mac devices.Create and maintain detailed documentation of processes, procedures, and troubleshooting steps.SkillsetBachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.Proven experience in Mac operations and support, with a strong emphasis on Jamf administration.Proficiency in MacOS, Apple hardware, and related technologies.Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.Excellent communication and interpersonal skills, with the ability to work effectively with end-users and IT teams.Certification in Jamf (e.g., Jamf Certified Associate) is a plus.Experience with Adobe Creative Cloud Mac operations support is a plus.