Infrastructure Analyst Mac Operations Support
M&T Bank · Buffalo · $74,600–$124,400 (stated in the posting)
Location: On-Site 5 days a week Seneca One
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
Technical expertise
- 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. Your internal Mac training discussions specifically identify Jamf as a core troubleshooting and management platform.
- 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.
Operational ownership
- 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.
Leadership / SME expectations
- 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.
Education and Experience Required:
- 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
Education and Experience Preferred:
- 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