Mac Systems Administrator ​/ Apple Support Specialist – Tier 2

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The ITMS Mac/Apple Support Specialist, Tier 2 provides advanced remote support for customers with Apple and mixed-platform environments. This role focuses on Mac system administration, Apple support, Addigy MDM administration, clear customer communication, and strong ticket ownership. The specialist is expected to troubleshoot efficiently, document accurately, and collaborate with internal teams when escalation or cross-platform support is needed.

• Provide advanced support for Apple and mixed-platform customer environments, including macOS, iOS, iPadOS, Apple hardware, and related Microsoft technologies.
• Administer and support Apple device management through Addigy MDM, including enrollment, policies, configuration profiles, software deployment, remote support, inventory, and compliance reporting.
• Support Apple Business Manager workflows, automated device enrollment, Apps and Books assignments, MDM push certificates, and device supervision requirements.
• Troubleshoot issues related to user access, applications, networking, VPN, printers, permissions, device performance, and operating system updates.
• Support Apple security and compliance needs, including File Vault, Gatekeeper, certificates, OS update workflows, privacy permissions, and device posture requirements.
• Maintain clear ticket documentation, customer updates, escalation notes, and resolution details in accordance with service expectations.
• Prioritize assigned tickets and project tasks based on customer impact, urgency, and service commitments.
• Escalate appropriately to internal infrastructure, network, security, or vendor teams when advanced support is required.
• Contribute to process improvement, internal knowledge articles, and repeatable Apple support standards.
• Participate in occasional on-call support/rotation as business needs require.

• Strong Mac troubleshooting and administration skills, with the ability to resolve user-impacting issues across Apple and mixed-platform environments.
• Working knowledge of Apple lifecycle management, including enrollment, configuration, deployment, patching, security controls, and remote support practices.
• Ability to communicate clearly and professionally with customers through phone, video, email, and ticket updates.
• Strong documentation habits for customer environments, repeatable troubleshooting steps, and internal knowledge sharing.
• Ability to work independently in a remote environment while collaborating effectively with support, escalation, security, and infrastructure teams.
• Strong customer service focus, ownership mindset, and attention to ticket quality.

• 4+ years of Mac system administration or business-level Mac support experience.
• Hands-on experience with Addigy MDM administration or support, including device enrollment, policy management, configuration profiles, software deployment, and remote troubleshooting.
• Experience supporting Apple Business Manager, automated device enrollment, Apps and Books, MDM certificates, and Apple lifecycle workflows.
• Ability to troubleshoot macOS issues involving identity, networking, VPN, printers, applications, user permissions, updates, user profiles, and device performance.
• Working knowledge of Microsoft 365, Windows devices, SaaS products, basic networking concepts, security…