Mac Systems Administrator – Apple Support Specialist, Tier 2
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Job Description
ITMS Mac/Apple Support Specialist providing advanced remote support for customers in Apple and mixed-platform environments. Collaborating with teams to troubleshoot issues and maintain documentation.
Responsibilities:
- Provide advanced support for Apple and mixed-platform customer environments, including macOS, iOS, iPadOS, Apple hardware, and related Microsoft technologies.
- Administer and support Apple device management through Addigy MDM, including enrollment, policies, configuration profiles, software deployment, remote support, inventory, and compliance reporting.
- Support Apple Business Manager workflows, automated device enrollment, Apps and Books assignments, MDM push certificates, and device supervision requirements.
- Troubleshoot issues related to user access, applications, networking, VPN, printers, permissions, device performance, and operating system updates.
- Support Apple security and compliance needs, including FileVault, Gatekeeper, certificates, OS update workflows, privacy permissions, and device posture requirements.
- Maintain clear ticket documentation, customer updates, escalation notes, and resolution details in accordance with service expectations.
- Prioritize assigned tickets and project tasks based on customer impact, urgency, and service commitments.
- Escalate appropriately to internal infrastructure, network, security, or vendor teams when advanced support is required.
- Contribute to process improvement, internal knowledge articles, and repeatable Apple support standards.
- Participate in occasional on-call support/rotation as business needs require.
Requirements:
- 4+ years of Mac system administration or business-level Mac support experience.
- Hands-on experience with Addigy MDM administration or support, including device enrollment, policy management, configuration profiles, software deployment, and remote troubleshooting.
- Experience supporting Apple Business Manager, automated device enrollment, Apps and Books, MDM certificates, and Apple lifecycle workflows.
- Ability to troubleshoot macOS issues involving identity, networking, VPN, printers, applications, user permissions, updates, user profiles, and device performance.
- Working knowledge of Microsoft 365, Windows devices, SaaS products, basic networking concepts, security tools, and remote management platforms.
- Strong background using ticketing systems to document work, communicate status, and track technical resolution.
- 2+ years in a customer-facing technical support role.
- Experience with phishing/security awareness platforms such as KnowBe4 is a plus.
Benefits:
- Competitive benefits
- Continuous training
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