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 in Buffalo, NY to own complex Mac incidents and serve as a liaison between frontline support and Mac Engineering.

You will apply advanced macOS troubleshooting and Jamf expertise across enterprise environments, coordinating with multiple teams to resolve issues and convert findings into knowledge base articles and standardized fixes.

Qualifications

• Minimum of 6 years’ higher education and/or work experience.
• Extensive enterprise endpoint/desktop support experience with Macs.
• Experience supporting Macs through an enterprise MDM platform, preferably Jamf.
• Experience working escalations and complex incidents in a large enterprise environment.
• Strong written and verbal communication skills and customer focus.

Responsibilities

• Own complex Mac incidents and escalations from 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 engineering involvement is required.
• Track recurring problems and convert successful resolutions into KBs, procedures, and standardized fixes.

Skills

macOS troubleshooting

Jamf expertise

Intune/Entra registration

Root-cause analysis

Technical escalation

Inter-team liaison

Education

Bachelor’s degree in technology-related field

Apple Certified Support Professional

Apple Certified IT Professional

Jamf training/certification

Certifications in related technologies

Tools

Jamf

Intune

Entra

MDM platforms

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 escalations.
• 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