Infrastructure Analyst Mac Operations Support

M&T Bank; Buffalo (NY); On-site; USD 75,000 - 124,000; Full time

Job summary

M&T Bank is seeking an experienced Mac Operations Support professional to own and resolve advanced macOS incidents in an on-site Buffalo environment.

You will serve as a liaison between frontline support and Mac Engineering, drive root-cause analysis, and mentor Level I/II technicians while maintaining enterprise-grade documentation and knowledge articles.

Qualifications

• 6+ years of 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

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 theMac 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.

Skills

macOS troubleshooting

Jamf expertise

Intune/Entra enrollment

SSO/endpoint security

Root-cause analysis

Incident management

Education

6+ years education/experience

Bachelor’s degree in technology-related field

Apple Certified Support Professional

Apple Certified IT Professional

Jamf training/certification

7+ years education/experience

Tools

Jamf Pro

Intune

Entra

Job description

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 escalating 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

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $74,600.00 - $124,400.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.