Job Summary:
The Mac Desktop Engineer (Software & Hardware) – JAMF is responsible for engineering, supporting, and continuously improving the enterprise macOS endpoint experience. This role blends macOS device management and automation with hands-on hardware diagnostics and repair for Mac computers and related peripherals. The Mac Desktop Engineer is expected to deliver macOS engineering projects with a focus on stability, security, scalability, and end‑user experience, while adhering to enterprise standards and operational best practices. The engineer will use JAMF Pro (and related tooling) to deliver secure, scalable management, improve Self Service workflows, and ensure Macs meet enterprise security and compliance expectations—while providing expert break/fix hardware support when needed.
Key Responsibilities
- macOS Engineering & Endpoint Management (JAMF)
- Engineer, implement, and maintain macOS management capabilities using JAMF Pro, including enrollment workflows, configuration profiles, policies, and software delivery.
- Standardize and document configurations and policies to improve operational consistency and reduce manual intervention.
- Improve end-user experience through Self Service optimization and automation-driven workflows.
- Partner with Security/Identity teams to support modern onboarding and access workflows (e.g., identity-aligned enrollment and posture-based access patterns).
Software Delivery, Packaging & Automation
- Package, test, and deploy macOS applications and updates; manage patching and software lifecycle to maintain security posture and stability.
- Delivers macOS engineering projects end‑to‑end, including design, implementation, validation, documentation, and operational handoff. Ensures JAMF‑managed Mac solutions are secure, scalable, supportable, and aligned to enterprise EUC standards while improving user experience and operational efficiency.
- Support modern change practices through automation (including CI/CD-aligned approaches where applicable) and improve visibility through reporting and telemetry.
- Develop and maintain scripts and automations (e.g., Bash, Python, PowerShell where relevant to cross-platform operations) to reduce toil and improve reliability.
Mac Hardware Diagnostics & Repair (Break/Fix + Lifecycle)
- Diagnose hardware failures on Mac devices (MacBook, iMac, Mac mini) using appropriate diagnostics and troubleshooting techniques.
- Perform component replacements and repairs (e.g., screens, batteries, keyboards, and other FRU/component-level work), validate device health post-repair, and coordinate parts/inventory activities.
- Execute device lifecycle tasks: new device setup, reimaging/rebuilding, system upgrades, peripheral setup, and migration support.
Security, Compliance & Risk Alignment
- Implement and maintain endpoint security measures and ensure macOS devices align to enterprise security policies and compliance expectations.
- Support endpoint security tooling and posture visibility—contributing to dashboards and recurring reporting for continuous improvement.
Customer Support, Field/Onsite Support & Collaboration
- Provide advanced tier support for macOS incidents and requests; communicate clearly with end users and stakeholders, providing status updates and resolution guidance.
- Collaborate with other IT teams (endpoint, security, network, service management) to resolve complex issues and deliver cross-functional improvements.
- Contribute to onboarding, migrations, upgrades, and EUC initiatives impacting the Mac user base.
Documentation & Knowledge Management
- Create and maintain technical documentation, runbooks, and knowledge articles; maintain accurate ticket notes and service records in the organization’s ticketing system.
Required
- 3–5 years’ experience in desktop engineering, endpoint operations, or macOS-focused EUC roles.
- Demonstrated experience with JAMF Pro administration (policies, configuration profiles, software deployment, and troubleshooting).
- Strong macOS troubleshooting skills across OS, applications, and endpoint configuration.
- Hands-on experience diagnosing and repairing Mac hardware, including common break/fix scenarios.
- Scripting/automation capability (Bash/Python preferred; PowerShell helpful for mixed environments).
- Strong communication and customer service skills; able to translate technical issues for non-technical users.
Preferred
- Experience modernizing macOS management practices (documentation, standardization, reporting/analytics, automation-driven change).
- Familiarity with security tooling and posture reporting concepts for macOS endpoints (dashboards, telemetry, continuous improvement loops).
- Apple certification such as ACMT (or willingness to obtain).
- Experience supporting service management integration and workflow automation.
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