System Engineer - MacOS
Horizontal Talent

Reynoldsburg, Ohio


TECHNICAL SKILLS
Must Have

  • Advanced macOS experience (7-10 years)
  • Apple Business Manager experience (3-5 years)
  • JAMF experience (3-5 years)

Nice To Have

Job Overview:

  • The macOS System Engineer will serve as a subject matter expert in the Apple/macOS platform, JAMF management, architecture, and support. 
  • The position will also be responsible for providing guidance and support to first and second level support teams. 
  • The candidate should also possess in-depth macOS and JAMF knowledge. 
  • The responsibilities will also include writing design documents, developing technical requirements, vendor evaluations & requirements, supporting cross functional support teams and ensuring alignment with strategic direction.

Responsibilities:
Incident Management

  • Troubleshooting complex, non-routine macOS incidents
  • Meet or exceed Service Level Agreements of 95% incident resolution
  • Monitor incident queue
  • On-call support: after hours and weekends as per rotation schedule
  • Appropriately escalate interactions as needed
  • Properly document, categorize and close interactions
  • Identify 'in the moment' trends and ability to make quick decisions to flex priorities
  • Communicate solutions to ATS team and well as leadership
Request Management
  • Handle routine macOS\JAMF requests as required
  • SLA's to meet or exceed 95%
Project Work
  • Executing project tasks
  • Escalate project trends
  • Maintaining and updating project documentation
  • Maintenance
  • Executes maintenance support
  • Functional release support
  • IT Security around macOS and 3rd Party Applications
  • Upgrades and Patching - macOS and 3rd Party Applications
  • Client health checks
  • JAMF Infrastructure health
  • Applicable application support
  • Clean up tasks
  • Self-service maintenance
  • User administration
  • License compliance adherence
  • Execute delegated tasks
  • Asset Management
  • Licensing
  • Act as an escalation point for all maintenance activities with ATS
Vendor Management
  • Build relationship/rapport with vendors
  • Open tickets with vendors, escalate as needed
  • Report vendor service issues
  • Engage with technical vendor resources
Problem Management
  • Identify reoccurring incidents
  • Analyzes data
Talent Management
  • Train cross functional partners when possible
  • Identify continuous learning opportunities for self-improvement (i.e., Learning Manager, attend other meetings to gain insights, job shadowing)
  • Attend training
  • Continue to build skills
  • Key Meetings
  • Staff meetings
  • Project meetings
  • Vendor meetings
  • Level of Influence
  • Business partnership with brands
  • Observations based on daily tasks (calls, emails, etc.)
  • Influence peers, entry level specialists and analysts
  • Provide recommendations to leadership on macOS related issues

Requirements:

  • Strong knowledge and experience in macOS 12.x and higher (Big Sur, Monterey, and Ventura), JAMF Pro version 10.x, JAMF Connect and Apple/macOS hardware architecture.
  • Strong knowledge and experience in AppleScript and other macOS scripting languages.
  • Strong knowledge and experience in supporting macOS computers in an enterprise environment.
  • Strong knowledge and experience utilizing Apple Business Manager (ABM) and Apple Device Enrollment Program (DEP)
  • Automate/manage software packaging within JAMF Pro.
  • Familiarity with enterprise directory services (Active Directory), networking, storage and infrastructure.
  • Excellent communication skills across all levels; ability to communicate complex, technical concepts to executive staff, business sponsors and technical support.
  • Ability to perform in a fast paced environment that mainly supports designers and marketing associates.



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