Infrastructure Analyst Mac Operations Support

M&T Bank • Buffalo, NY

8d • Onsite

About The Position

Mac Operations Support requires advanced enterprise macOS and Jamf expertise, demonstrated ownership of complex incidents and escalations, strong troubleshooting and root-cause-analysis skills, and the ability to serve as a technical liaison between frontline support and Mac Engineering. This role involves advanced macOS troubleshooting across hardware, OS, applications, authentication, networking, VPN, peripherals, and security tooling. A strong understanding of Jamf is crucial, including enrollment, policies, application deployment, device status, Self Service, and troubleshooting failed configurations. The role also requires working knowledge of Intune/Entra registration, platform SSO, endpoint security agents, VPN, DLP, and enterprise application deployment. The candidate must be able to troubleshoot complex or recurring issues, perform root-cause analysis, recognize incident patterns, validate fixes, and recommend permanent solutions. Operational ownership includes managing complex Mac incidents and escalations, serving as an escalation point for Level I/II technicians, overseeing the specialized Mac support queue, and coordinating with Mac Engineering and other technical teams. The role also involves tracking recurring problems and converting successful resolutions into knowledge base articles, procedures, and standardized fixes. Leadership and SME expectations include mentoring Level I/II technicians, developing and maintaining Mac knowledge articles and operational documentation, and leading investigations into high-impact or recurring Mac incidents.

Requirements

• Minimum of 6 years’ higher education and/or work experience
• Enterprise endpoint/desktop support experience.
• Substantial macOS enterprise support experience.
• Demonstrated experience supporting Macs through an enterprise MDM platform, preferably Jamf.
• Experience working escalations and complex incidents in a large enterprise environment.
• Prior experience reading and digesting technical information
• Detail-oriented
• Strong written and verbal communication skills
• Prior experience communicating technical information within a team and to immediate manager
• Strong customer focus, including ability to manage customer needs and multiple work priorities
• Advanced macOS troubleshooting across hardware, OS, applications, authentication, networking, VPN, peripherals, and security tooling.
• Strong Jamf expertise, including enrollment, policies, application deployment, device status, Self Service, and troubleshooting failed configurations.
• Working knowledge of Intune/Entra registration, platform SSO, endpoint security agents, VPN, DLP, and enterprise application deployment.
• Ability to troubleshoot complex or recurring issues rather than simply escalate them.
• Ability to perform root-cause analysis, recognize incident patterns, validate fixes, and recommend permanent solutions.

Nice To Haves

• Bachelor’s degree in technology-related field
• 4–6+ years of enterprise endpoint/desktop support experience.
• 2–3+ years of substantial macOS enterprise support experience.
• Apple Certified Support Professional
• Apple Certified IT Professional
• Relevant Jamf training/certification
• Minimum of 7 years’ higher education and/or work experience
• Certifications or special training in related technologies

Responsibilities

• Own complex Mac incidents and escalations from initial triage through resolution.
• Serve as an escalation point for Level I/II TechSquad technicians.
• Manage or help oversee the specialized Mac support queue.
• Coordinate directly with Mac Engineering and other technical teams when an issue requires engineering involvement.
• Track recurring problems and convert successful resolutions into KBs, procedures, and standardized fixes.
• Mentor Level I/II technicians and provide Mac troubleshooting guidance.
• Develop and maintain Mac knowledge articles and operational documentation.
• Lead investigations into high-impact or recurring Mac incidents.

Benefits

• The pay range for this position is $74,600.00 - $124,400.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree