Technology Support III - Escalation Mac Support Engineer

Aumni; Jersey City (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

JPMorgan Chase & Co. in Jersey City, NJ is seeking a Technology Support III to ensure the stability, availability, and performance of production application flows within the Employee platform team.

You will troubleshoot, maintain and resolve production interruptions across on-prem and cloud-influenced systems, enabling a seamless user experience. The ideal candidate has 3+ years in IT operations, macOS/MDM expertise (Jamf, Workspace ONE), strong incident management skills, and experience with

Qualifications

• 3+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise AI capabilities to support production workflows with strong validation practices.
• Ability to review and validate AI-assisted incident recommendations before action.
• Hands-on macOS engineering and desktop support experience, including large enterprise deployments.
• Experience with MDM solutions (Jamf, Workspace ONE) and Apple ecosystem at scale.

Responsibilities

• Provides end-to-end application or infrastructure service delivery and maintains production systems for stability and availability.
• Uses AI-assisted capabilities to speed incident triage and trend analysis, validating outputs.
• Monitor production environments for anomalies and escalate issues with clear communication to stakeholders.
• Analyze complex situations to anticipate and solve issues, supporting incident, problem, and change management.
• Apply reuse-first, AI-assisted practices to identify recurring interruptions and support remediation aligned to resiliency and security.

Skills

macOS

Jamf

Workspace ONE

ITIL

Observability tools

Incident management

Troubleshooting

Security awareness

Cloud experience

Tools

Splunk

Git

MDM tooling

Job description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Corporate Sector's Employee platform team you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escape and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Hands-on experience with Desktop Support and macOS engineering experience.
• Experience with MDM administration (Jamf, WorkSpaceOne) with proven delivery in a large enterprise (10,000+ Macs).
• Experience 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.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• VDI and Citrix support/administration experience (e.g., Citrix Workspace, Virtual Apps and Desktops).
• Windows desktop fundamentals and cross-platform interoperability; exposure to Intune or similar.
• Experience with endpoint security tooling (e.g., Crowdstrike, EDR), vulnerability remediation, and CIS-aligned hardening.
• CI/CD and version control for configuration-as-code (e.g., Git), packaging pipelines, and testing frameworks.
• Experience with monitoring/logging platforms (e.g., Splunk) and data-driven operations.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success. Ensure operational excellence in a large-scale technology environment to enable successful business outcomes.