Senior Mac Desktop Support & IT Automation Engineer

Solvd; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Solvd Inc. seeks a Senior Desktop Support / Helpdesk Engineer to own the everyday technology experience for Solvd’s employees, from onboarding to offboarding.

You will be the senior escalation point for end-user issues and lead our Mac-heavy fleet, while driving MDM migration and identity access controls across Microsoft 365. You will also implement zero-touch provisioning, enforce security baselines, manage hardware lifecycle, and mentor a global helpdesk team.

Qualifications

• 5+ years in desktop support, helpdesk, or IT operations including at least 2 years at senior or escalation level.
• Expert-level macOS support — configuration profiles, Apple Business Manager, and Automated Device Enrollment.
• Hands-on administration of a Mac MDM platform — Jamf Pro, JumpCloud, Fleet, Kandji, or Intune.
• Strong Microsoft 365 and Entra ID administration — MFA, Conditional Access, and licensing.
• Experience in a SaaS-heavy, cloud-first company including SSO (SAML/OIDC) and SCIM provisioning.
• Scripting in Bash/zsh — Python or PowerShell is a plus.
• Experience supporting a remote, international workforce across multiple time zones including hardware logistics.
• Clear written and spoken English with the patience to explain technical issues to non-technical colleagues.
• A habit of documenting and improving processes, not just closing tickets.
• Experience leading an MDM migration — especially from Intune to Jamf, JumpCloud, or Fleet — or running a platform evaluation.
• Apple or Jamf certifications — Apple Device Support, Jamf CCT/CCA, or similar.
• Microsoft certifications — MS-102 (Microsoft 365 Administrator) or MD-102 (Endpoint Administrator).
• Experience with ITSM tools such as Jira Service Management, Freshservice, or Zendesk.
• Familiarity with endpoint security tools — CrowdStrike, SentinelOne, or Microsoft Defender for Endpoint.
• Exposure to security frameworks such as ISO 27001, SOC 2, or CIS benchmarks.

Responsibilities

• Mac-first fleet management: Support and administer macOS devices plus Windows machines, provisioning and updates.
• Lead MDM migration: evaluate and migrate to Jamf, JumpCloud, or Fleet; manage re-enrollment and communications.
• Run zero-touch deployment via Apple Business Manager and ADE so remote hires start with a ready-to-use laptop.
• Enforce and report on security baselines: FileVault, OS updates, firewall, and endpoint protection.
• Own hardware lifecycle across regions: purchasing, inventory, shipping, repairs, disposal.
• Administer Microsoft 365 — Exchange Online, Teams, SharePoint, OneDrive, and licensing.
• Manage users, groups, and access in Entra ID including MFA and Conditional Access.
• Build and maintain SSO/SCIM integrations for automated access provisioning.
• Maintain SaaS inventory, cut unused licences, shadow IT, and access drift.
• Provide helpdesk leadership as escalation point for complex issues; onboard/offboard end users seamlessly.
• Mentor junior staff; manage ticket queues and SLA targets across time zones.
• Create KB articles and self-service guides to reduce repeat tickets.
• Automate routine tasks with Bash/zsh, Python, or PowerShell and low-code tools.

Skills

macOS support

MDM migration

Microsoft 365

Entra ID

Scripting Bash

PowerShell

Remote support

Tools

Jamf Pro

JumpCloud

Fleet

Apple Business Manager

Intune

Job description

Solvd Inc. seeks a Senior Desktop Support / Helpdesk Engineer to own the everyday technology experience for Solvd’s employees, from onboarding to offboarding.

You will be the senior escalation point for end-user issues and lead our Mac-heavy fleet, while driving MDM migration and identity access controls across Microsoft 365. You will also implement zero-touch provisioning, enforce security baselines, manage hardware lifecycle, and mentor a global helpdesk team.