Mac Systems Administrator – Apple Support Specialist, Tier 2

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Job Description:

  • 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
  • Team-oriented culture
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