New Mac Systems Administrator / Apple Support Specialist – Tier 2 Remote

Summary:

• 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.

Primary Duties:

• 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.

Expectations:

• Work full-time 40 hours per week, with occasional on-call support and travel less than 10%.
• Maintain clear ticket documentation, customer updates, escalation notes, and resolution details.
• Contribute to process improvement, internal knowledge articles, and repeatable Apple support standards.