Lead System Engineer

Job DescriptionJob Description - L2/L3 Endpoint Engineer (JAMF / macOS / iOS MDM)

Role Overview

The L2 Endpoint Engineer (Apple) is responsible for administration, support, and optimization of Apple device management platforms, primarily JAMF Pro, covering macOS and iOS/iPadOS devices.

This role includes device lifecycle management, application packaging & deployment, patching, policy enforcement, and compliance management. The engineer is expected to troubleshoot complex Apple endpoint issues and ensure a seamless user experience.
Key Responsibilities

JAMF Platform Administration

• Administer and support JAMF Pro environment
• Manage:
  
  • Device inventory and smart groups
  • Policies and configuration profiles
  • Enrollment workflows (DEP/Automated Device Enrollment)
• Monitor JAMF health, sync status, and device communication

Device Lifecycle Management (macOS & iOS)

• Handle end-to-end lifecycle:
  
  • Enrollment (Automated & manual)
  • Provisioning and configuration
  • Decommissioning
• Support:
  
  • macOS devices (laptops/desktops)
  • iOS/iPadOS devices (iPhones, iPads)
• Ensure devices are compliant with corporate standards

Application Packaging & Deployment (macOS)

• Package and deploy applications using:
  
  • PKG / DMG formats
  • JAMF policies
• Handle:
  
  • App testing and validation
  • Version upgrades and patching
• Troubleshoot installation failures and dependency issues

Patch Management (macOS & iOS)

• Manage OS and third-party patching using JAMF
• Define and deploy patch policies and schedules
• Monitor patch compliance and remediation
• Troubleshoot patch deployment failures

Policy & Configuration Management

• Create and manage:
  
  • Configuration profiles (Wi-Fi, VPN, security settings)
  • Restrictions and compliance policies
• Integrate with:
  
  • Apple Business Manager (ABM)
  • Identity providers (Azure AD / Okta)
• Ensure alignment with security baselines

Incident & Problem Management

• Act as L2 resolver for:
  
  • Device enrollment failures
  • Application deployment issues
  • Patch failures
  • Policy conflicts
• Perform root cause analysis for recurring issues
• Escalate to L3/vendor with proper logs when required

Automation & Scripting

• Use scripting for automation:
  
  • Bash / Shell scripting (primary for macOS)
  • Basic Python (good to have)
• Automate:
  
  • Application deployments
  • Device configurations
  • Remediation tasks

Compliance, Reporting & Documentation

• Generate reports on:
  
  • Device compliance
  • Patch status
  • Application deployment success
• Maintain SOPs, runbooks, and knowledge base
• Support audit requirements

Collaboration & Support

• Work with L1 team for triage improvements
• Collaborate with:
  
  • Security teams (compliance & policies)
  • Identity teams (SSO, conditional access)
• Provide clear communication to end users and stakeholders

Required Skills & Qualifications

Technical Skills (Core)

• Strong hands-on experience in:
  
  • JAMF Pro administration
  • macOS device management
  • iOS/iPadOS device management (MDM)
• Good understanding of:
  
  • Apple Business Manager (ABM)
  • Automated Device Enrollment (DEP)
  • Apple Volume Purchase Program (VPP / Apps & Books)

Packaging & Scripting

• Application packaging:
  
  • PKG / DMG
• Scripting:
  
  • Bash / Shell (mandatory for macOS support mindset)

Integration Knowledge

• Identity integration:
  
  • Azure AD / Okta (preferred)
• Basic understanding of:
  
  • Certificates, profiles, and device trust

Process Knowledge

• ITIL processes:
  
  • Incident, Problem, Change Management
• Experience in patch cycles and compliance reporting

Soft Skills

• Strong troubleshooting mindset (must understand Apple ecosystem behavior)
• Clear communication with global users
• Attention to detail (Apple policies can be strict and sensitive)

Experience & Education

• 3-6 years of experience in Apple endpoint / JAMF support
• Bachelor's degree in IT or related field
• Certifications (good to have):
  
  • JAMF 100/200
  • Apple Device Support

Key Performance Indicators (KPIs)

• Device compliance rate (%)
• Patch compliance (macOS & iOS)
• Application deployment success rate
• Incident resolution time (MTTR)
• Reduction in repeat issues
• User experience / CSAT