macOS Support Analyst

Amgen Inc. (IR); Hyderabad; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Amgen Inc. is seeking a macOS Support Analyst to provide advanced technical support for macOS endpoints, handling escalations from Level 1 and Level 2 teams.

You will package and deploy applications using Jamf, maintain policies, and partner with engineering on endpoint management improvements. The role requires strong macOS troubleshooting experience, enterprise endpoint knowledge, and the ability to support remote, hybrid, and onsite users across multiple locations.

Qualifications

• Bachelor's or equivalent in Information Systems or related field.
• Experience with enterprise endpoint management tools (Jamf Pro, Intune, Workspace ONE).
• Strong troubleshooting and documentation skills; ability to work with cross-functional teams.

Responsibilities

• Serve as escalation point for complex macOS issues across hardware, OS, apps, VPN, and security tools.
• Troubleshoot enrollment and provisioning for macOS devices using Jamf.
• Package, test, deploy, and maintain macOS applications with Jamf including updates and rollback procedures.
• Collaborate with engineering and tech teams to implement new configurations and endpoint management improvements.
• Identify recurring issues and contribute to process improvements and automation.
• Create and maintain knowledge base articles, runbooks, and packaging documentation.
• Mentor Level 1/2 technicians with guidance and escalation feedback.

Skills

Troubleshooting

Endpoint management

Cross-team collaboration

Documentation

On-call readiness

Scripting (bash/python)

Networking basics

Education

Bachelor's degree in Information Systems

Associate's degree in Information Systems

High school diploma/GED

Tools

Jamf Pro

Microsoft Intune

Workspace ONE

Apple Business Manager

Okta

Jira

ServiceNow

Job description

Career Category Information Systems Job Description The macOS Support Analyst is responsible for providing advanced technical support for macOS endpoints, handling escalations from Level 1 and Level 2 support teams, packaging and deploying applications, maintaining and troubleshooting policies, and partnering with engineering and other technology teams on new configurations, standards, and endpoint management improvements. This role requires strong Jamf and macOS troubleshooting experience, a solid understanding of enterprise endpoint management, and the ability to work across technology and business teams to deliver reliable and secure Mac services.

Key Activities for the macOS Support Analyst

• Serve as the escalation point for complex macOS issues involving hardware, operating systems, applications, VPN, Wi‑Fi, certificates, authentication, performance, and security tools.
• Troubleshoot environmental issues with macOS device enrollment using Jamf and over‑the‑air provisioning.
• Package, test, deploy, and maintain macOS applications using Jamf, including application updates, deployment failure remediation, rollback procedures, and compatibility testing.
• Partner with engineering and other technology teams to support the implementation of new configurations, standards, and endpoint management improvements.
• Identify recurring issues, recommend process improvements, and contribute to automation where appropriate.
• Create and maintain knowledge base articles, support runbooks, and application packaging documentation.
• Mentor Level 1 and 2 technicians by providing guidance, troubleshooting steps, and escalation feedback.

Basic Qualifications

• Bachelor's degree and 2 years of Information Systems experience OR Associate's degree and 4 years of Information Systems experience OR High school diploma/GED and 8 years of Information Systems experience AND 2+ years of experience with enterprise management tools such as Jamf Pro, Microsoft Intune, Workspace ONE.

Preferred Qualifications

• 5+ years of technical support experience, including 3+ years supporting macOS in an enterprise environment.
• Strong knowledge of macOS troubleshooting, administration, security, and endpoint lifecycle management. Experience troubleshooting Microsoft Entra ID (Azure AD), Active Directory, Okta, Ping Identity, or similar identity platforms. Experience supporting Apple Business Manager, Managed Apple IDs, Automated Device Enrollment (ADE), and Apple device enrollment processes. Experience packaging and deploying macOS applications. Working knowledge of macOS security technologies including FileVault, Gatekeeper, Privacy Preferences Policy Control (PPPC), System Extensions, and endpoint compliance controls. Experience analyzing macOS system logs, Jamf logs, and application logs to diagnose and resolve complex technical issues. Understanding of TCP/IP networking, DNS, VPN, proxy, wireless networking, and certificate-based authentication. Working knowledge of core enterprise application management, including Microsoft Office, Google Chrome, and Adobe Acrobat.
• Basic scripting experience using Bash, Python, or similar languages.
• Experience with DEX tools such as Nexthink or 1E Tachyon to improve device and user experience.
• Familiarity with ITIL-based processes and the use of ServiceNow or a similar ticketing platform.
• Working knowledge of Agile methodology and related systems such as Jira or similar tools.
• Strong documentation, communication, customer service, and problem-solving skills.
• Ability to work independently and collaborate with support, engineering, security, infrastructure, and vendor teams.
• Ability to support after-hours maintenance, on‑call rotation, or high‑priority escalations as needed.
• Comfortable supporting remote, hybrid, and onsite users across multiple locations.

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential. For more information, visit www.amgen.com and follow us on www.twitter.com/amgen