Lead System Engineer

Job Description

Job 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
  

• 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
  

• 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
  

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

• 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
  

• 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
  

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

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

• 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
  

• 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)
  

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

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

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

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

• 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
  

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