Mac Escalation Engineer - Enterprise IT Automation Lead

Testing Site - JPMC; Jersey City (NJ); On-site; USD 120,000 - 150,000; Full time

Job summary

Testing Site - JPMC is seeking an experienced Escalation Mac Support Engineer to provide advanced (L3) macOS support and drive MDM administration for a 10,000+ Mac environment. You’ll serve as the escalation point for complex issues and lead incident resolution with a focus on reliability and user experience.

You will build scalable automation, collaborate with Security, Networking, and Service Desk teams, monitor fleet health, and contribute to runbooks, change records, and documentation.

Qualifications

• 5+ years hands-on Desktop Support and macOS engineering experience.
• 5+ years MDM administration (Jamf, Workspace ONE) in large enterprise.
• Deep knowledge of macOS and Apple ecosystem at scale: ABM/Automated Device Enrollment, VPP, MDM, configuration profiles, policy frameworks.
• Strong troubleshooting across networking, Wi‑Fi, VPN, identity/SSO, certificates, and endpoint security.
• Demonstrated ability to work independently, prioritize effectively, and perform under pressure with clear, calm communication.

Responsibilities

• Escalate and own high-severity macOS incidents to resolution and root-cause.
• Administer and optimize MDM at scale; build automation to reduce toil.
• Collaborate with Security, Networking, and Service Desk to standardize solutions.
• Monitor fleet health, report KPIs, drive continuous improvements.
• Create documentation, runbooks, and contribute to change records.

Skills

Desktop Support

macOS engineering

Troubleshooting

Stakeholder engagement

Documentation

Tools

Jamf

Workspace ONE

Job description

Testing Site - JPMC is seeking an experienced Escalation Mac Support Engineer to provide advanced (L3) macOS support and drive MDM administration for a 10,000+ Mac environment. You’ll serve as the escalation point for complex issues and lead incident resolution with a focus on reliability and user experience.

You will build scalable automation, collaborate with Security, Networking, and Service Desk teams, monitor fleet health, and contribute to runbooks, change records, and documentation.