Job Title: MAC/JAMF Support Specialist

Location: 213 Main St, Raleigh, NC

ONSITE DAY 1 - Must be local to Raleigh - Vaccination Required

Top 4 Must Haves:

1. Mac Enterprise level support experience

2. Experience using JAMF Pro in a Level 2 capacity

3. JAMF 100 certification (Mandatory)

4. Excellent communication and troubleshooting skills

Key Responsibilities:

• Work as a key member of the Mac Engineering team, providing expert support for Mac related incidents and service requests.

• Follow Mac Engineering and Support Standards, Procedures and Best Practices.

• Analyze, identify and troubleshoot Mac related issues, participate in Root Cause Analysis (RCA) and document appropriate solutions.

• Be a responsive responsible support member of Mac L2 ticket queues, within our ServiceNow platform.

• Be the escalation point for Level 2 issues or requests related to Apple computers and the MAC management platform

• Assist the Service Desk and global IT Site Support teams with Mac related incidents and Service Requests.

• Participate in regular review sessions with Mac Engineering and IT Support teams, to extend skills and capabilities across the support organization.

• Follow Mac deployment best practices and guidelines, for Automated Device Enrollments of Mac Computer.

• Manage Macs in Apple Business Manager as a Device Enrollment Manager.

• Perform ongoing activity to keep macOS up-to-date, in alignment with the latest approved and supported version(s)

• Perform ongoing activity to remediate incorrect or incomplete enrollments, settings and configurations on managed productive Macs

• Perform ongoing activity to maintain up-to-date Apps on managed Macs.

• Assist with full lifecycle management of all Macs in Jamf Pro.

Skills and Requirements:

• Excellent knowledge and experience supporting Apple hardware and hardware related issues.

• Extensive knowledge and experience supporting macOS (Big Sur and Monterey) and Apple Apps

• Excellent knowledge and experience of supporting the Microsoft O365 software stack on Mac.

• Excellent knowledge of supporting the Adobe Creative Suite of Apps.

• 3+ years’ experience supporting Macs in the Enterprise

• Experience using JAMF Pro in a Level 2 capacity, to support managed Mac computers

• A minimum JAMF 100 certification demonstrates a desire to develop skills on managing Macs within JAMF

• Ability to work independently, multi-task, and take ownership of various parts of a project or an initiative

• Ability to work with virtual teams in various global regions

• Ability to work under pressure and manage unexpected changes in expectations or requirements.

• Excellent communication and troubleshooting skills

• Self-starter, yet highly collaborative with your team via chat and conference calls

Nice to Have:

• JAMF 200 or 300 certification

• Experience using Apple Business Manager

• Experience with JAMF Connect and JAMF Protect

• Experience with security tools on a Mac platform

4.00 Years of Experience

Job Type: Contract

Pay: $29.13 - $35.90 per hour

Experience:

• Mac OS: 4 years (Required)
• Windows: 1 year (Required)
• JAMF: 3 years (Required)

Work Location: On the road

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