Apple Systems Engineer

National Geographic•Washington, DC

2d•$76,000 - $80,000•Onsite

About The Position

The Apple Systems Engineer, is a technical position responsible for providing Tier 2/Tier 3 administration and support of Mac OS computers, mobile devices, and office and business automation equipment (multifunction printers, fax machines, credit card readers, etc.). This includes break/fix incident support and service request fulfillment, operating system and user interface configuration, application installation, security tuning and encryption, and training users and Tier 1 staff. Other primary responsibilities include the use of enterprise desktop/mobile device management systems and other automation tools to help senior engineers develop scripts and packages for deploying images, and testing and distributing configuration changes, updates, patches, and software applications. Additional responsibilities include: following established protocols for investigating and remediating cyber-security incidents; tracking assets; creating and executing change requests; performing reactive and proactive problem management; and participating in other technical projects as assigned. The selected candidate will be required to participate in on-call rotations for non-business hours as well as Tier 1 service desk shifts as needed.

Requirements

Bachelor's Degree or equivalent experience.
At least five years experience with integrating and supporting Apple computers, printers, and peripherals, including three years experience in an enterprise environment.
Experience creating and deploying images, using scripting and automation tools to perform routine and complex device configuration tasks, and configuring Active Directory group policies.
Experience with market leading Apple/mobile device hardware and software management systems, preferably Jamf.
Ability to excel in a dynamic environment subject to changes in schedules and priorities while participating in multiple projects concurrently from inception to completion with limited management supervision.
Excellent oral and written communication skills in addition to interacting positively and productively with teams across organizational lines with exceptional customer service, troubleshooting and problem solving skills.
CompTia A+ Certification or equivalent required.

Nice To Haves

MacOS and Jamf certifications preferred.
ITIL certification and/or experience with IT Service Management is a plus.

Responsibilities

Performs Tier 2/Tier 3 break/fix incident support and service request fulfillment for Mac and iOS mobile device hardware and software.
Uses remote management tools to provide user support when escalated from the Service Desk.
Creates documentation and knowledge articles, and performs mentoring and training activities to assist users and Tier 1 staff.
Performs design, build, and deploy activities for Mac and iOS mobile devices.
Uses desktop/mobile device management tools to help senior engineers create master images, and perform routine maintenance tasks for ensuring corporate devices are patched, updated, and secure.
Uses automation software to help create and run scripts, deploy application packages, install software, and make system configuration changes.
Configures malware protection and device encryption applications.
Investigates, remediates, or escalates security alerts when they arise.
Helps manage the enterprise backup system to ensure corporate devices are consistently backed up.
Helps maintain the remote support management system.
Performs inventory management and asset tracking.
Performs routine maintenance tasks for ensuring corporate devices are updated, patched, and secured.
Investigates, remediates, or escalates security alerts.
Contributes to dashboards showing the desktop/mobile security posture of the environment, and assists in presenting risks and remediation plans to management.
Proactively reacts to mitigate zero day vulnerabilities, including root cause analysis and summary reports and briefings.
Performs hands-on deployment of corporate computers and mobile devices, including backup and restore of user data, while providing user training when necessary.
Attends meetings, produces status reports, creates project plans, and leads assigned activities.
Provides technical support for special events, sometimes on limited notice.

Benefits

medical, dental, and vision insurance
engaging and comprehensive wellness program
401(k) retirement savings plan with matching contributions after 6 months of employment
flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave
12 paid holidays and a paid winter break between December 25 and 31
paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits
learning and development opportunities
Lifestyle Spending Account
pet adoption assistance and insurance
pre-tax transportation benefits with a generous employer subsidy
employer-paid life insurance and disability benefit
a variety of National Geographic discounts and perks