Infrastructure Analyst Mac Operations Support

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

Job summary

M&T Bank Corporation seeks an experienced Infrastructure Analyst for Mac Operations Support in Buffalo. You will own complex Mac incidents from triage to resolution, coordinate with Mac Engineering, and mentor junior technicians.

Expertise in Jamf, Intune/Entra, VPN, and enterprise security tooling is essential. Candidates should have extensive macOS enterprise support experience and strong communication skills to liaise between frontline support and engineering teams.

Qualifications

• Minimum 6 years' higher education and/or work experience in enterprise Mac support.
• Extensive experience supporting Macs in an enterprise, MDM/Jamf-based environment.
• Experience handling escalations and complex incidents in large enterprises.
• Strong written and verbal communication skills; customer-focused.

Responsibilities

• Own complex Mac incidents/escalations from triage to resolution.
• Serve as escalation point for TechSquad technicians.
• Coordinate with Mac Engineering and other teams for engineering involvement.
• Track recurring issues and convert resolutions into KBs and procedures.
• Mentor Level I/II technicians and share troubleshooting guidance.

Skills

macOS troubleshooting

Jamf expertise

Intune/Entra registration

platform SSO

endpoint security agents

VPN

DLP

root-cause analysis

incident ownership

technical liaison

KBs and procedures

mentoring Level I/II

Education

Bachelor's degree in technology-related field

Apple Certified Support Professional

Apple Certified IT Professional

Jamf certification

Tools

Jamf

Intune

Entra

MDM platform

VPN

DLP

Job description

Infrastructure Analyst Mac Operations Support page is loaded## Infrastructure Analyst Mac Operations Supportremote type: Onsite Positionlocations: Buffalo, NYtime type: Full timeposted on: Posted Yesterdayjob requisition id: R90662# Location: On-Site 5 days a week Seneca OneMac 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 technologiesM&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 AmericaGreat companies have an enduring sense of purpose. At M&T, our purpose is a simple one: **make a difference in people's lives and uplift the communities we serve**. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T's affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank's traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities - combining the capabilities of a large bank with the care of a locally focused institution.