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- 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 setting
- 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

Qualifications

Computer Science engineering Range Of Year Experience-Min Year

3

Range Of Year Experience-Max Year

6

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