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About the Role
This role requires advanced enterprise macOS and Jamf expertise to manage complex incidents and escalations. You will troubleshoot issues, perform root-cause analysis, and act as a technical liaison between frontline support and Mac Engineering.
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.
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
Skills
- 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.
Location
- On-Site Seneca One
- Buffalo, New York, United States of America
Work Type
- On-Site 5 days a week
Experience Level
- Minimum of 6 years’ higher education and/or work experience
- 4–6+ years of enterprise endpoint/desktop support experience.
- 2–3+ years of substantial macOS enterprise support experience.
- Minimum of 7 years’ higher education and/or work experience
Education Level
- Bachelor’s degree in technology-related field
- Apple Certified Support Professional
- Apple Certified IT Professional
- Relevant Jamf training/certification
- Certifications or special training in related technologies
Salary/Compensations
- $74,600.00 - $124,400.00 Annual (USD)
About the Company
- M&T Bank is committed to fair, competitive, and market-informed pay for our employees.