Technology Support III, Escalation Mac Support Engineer

What you'll do

• Maintain day-to-day operations of the firm’s systems to ensure production stability and availability.
• Use enterprise-authorized AI to speed up incident triage and perform trend analysis on operational signals.
• Monitor production environments for anomalies using standard observability tools and communicate issues to stakeholders.
• Manage incident, problem, and change processes for full-stack technology systems and infrastructure.
• Identify recurring interruption patterns to support validated remediation actions aligned with security expectations.
• Troubleshoot networking, Wi-Fi, VPN, identity/SSO, certificates, and endpoint security issues.
• Administer MDM solutions like Jamf or WorkSpaceOne for large-scale macOS environments.
• Validate AI-assisted incident recommendations before taking action to ensure data security and accuracy.

What we're looking for

• 3+ years of experience troubleshooting, resolving, and maintaining information technology services.
• Experience using enterprise-authorized AI capabilities to support production workflows with strong validation habits and data sensitivity awareness.
• Hands-on experience with Desktop Support and macOS engineering.
• Experience with MDM administration (Jamf, WorkSpaceOne) in a large enterprise of 10,000+ Macs.
• Experience with macOS and Apple ecosystem at scale, including ABM, VPP, MDM, and configuration profiles.
• Strong troubleshooting skills across networking, Wi‑Fi, VPN, identity/SSO, certificates, and endpoint security.
• Knowledge of applications or infrastructure in large-scale technology environments, including on-premises and public cloud.
• Experience with observability tools, ITIL processes, and VDI/Citrix support (preferred).