macOS Support Analyst

About the role

The macOS Support Analyst is responsible for providing advanced technical support for macOS endpoints, handling escalations from Level 1 and Level 2 support teams, packaging and deploying applications, maintaining and troubleshooting policies, and partnering with engineering and other technology teams on new configurations, standards, and endpoint management improvements.

What you'll do

• Troubleshoot environmental issues with macOS device enrollment using Jamf and over-the-air provisioning
• Identify recurring issues, recommend process improvements, and contribute to automation where appropriate
• Create and maintain knowledge base articles, support runbooks, and application packaging documentation
• Mentor Level 1 and 2 technicians by providing guidance, troubleshooting steps, and escalation feedback

What you need

• Escalation handling
• Any graduate