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Lead System Engineer

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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


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