Technology Support III - Escalation Mac Support Engineer

JPMorganChase • Jersey City, NJ

2d

About The Position

As a Technology Support III team member on the Corporate Sector Employee platform team, you will help ensure the operational stability, availability, and performance of production application flows. You will troubleshoot, maintain, identify, escalate, and resolve production service interruptions across internally and externally developed systems, supporting a seamless user experience and a culture of continuous improvement.

The role provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of firm systems. It includes monitoring production environments, addressing issues with standard observability tools, analyzing complex situations and trends, and supporting incident, problem, and change management for full-stack technology systems, applications, and infrastructure. You will also use enterprise-authorized AI capabilities to assist incident triage and trend analysis, validating outputs and handling operational data according to sensitivity, security, resiliency, and operational expectations.

Requirements

• At least 3 years of experience, or equivalent expertise, troubleshooting, resolving, and maintaining information technology services.
• Experience using enterprise-authorized AI capabilities in production support workflows, with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before acting, escalate when uncertain, and follow operational and security expectations.
• Hands-on desktop support and macOS engineering experience.
• MDM administration experience with Jamf or Workspace ONE, with demonstrated delivery in a large enterprise environment of 10,000 or more Macs.
• Experience with macOS and the Apple ecosystem at scale, including ABM/Automated Device Enrollment, VPP, MDM, configuration profiles, and policy frameworks.
• Strong troubleshooting skills across networking, Wi-Fi, VPN, identity/SSO, certificates, and endpoint security.
• Ability to work independently, prioritize effectively, perform under pressure, and communicate clearly and calmly.
• Knowledge of applications or infrastructure in large-scale technology environments, both on premises and in public cloud.
• Experience with observability and monitoring tools and techniques.
• Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.

Nice To Haves

• VDI and Citrix support or administration experience, such as Citrix Workspace or Virtual Apps and Desktops.
• Windows desktop fundamentals and cross-platform interoperability; exposure to Intune or similar tools.
• Experience with endpoint security tooling such as CrowdStrike or EDR, vulnerability remediation, and CIS-aligned hardening.
• CI/CD and version control for configuration-as-code, such as Git, packaging pipelines, and testing frameworks.
• Experience with monitoring and logging platforms such as Splunk and data-driven operations.

Responsibilities

• Provide end-to-end application or infrastructure service delivery and support day-to-day maintenance of firm systems to maintain operational stability and availability.
• Use enterprise-authorized AI capabilities to speed incident triage and analyze trends in operational signals, validating outputs and handling data according to sensitivity and security requirements.
• Monitor production environments for anomalies and address issues using standard observability tools.
• Identify issues for escalation and communication, and provide solutions to business and technology stakeholders.
• Analyze complex situations and trends to anticipate and solve issues.
• Support incident, problem, and change management for full-stack technology systems, applications, or infrastructure.
• Apply reuse-first, AI-assisted practices in incident, problem, and change routines to identify recurring interruption patterns and support validated remediation aligned with resiliency and security expectations.
• Troubleshoot, resolve, and maintain information technology services, including desktop support and macOS environments.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed