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 include but are not limited to:

• 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.
• Troubleshoot issues related to user access, applications, networking, VPN, printers, permissions, device performance, and operating system updates.
• Support Apple security and compliance needs, including FileVault, Gatekeeper, certificates, OS update workflows, privacy permissions, and device posture requirements.
• Maintain clear ticket documentation, customer updates, escalation notes, and resolution details in accordance with service expectations.
• Prioritize assigned tickets and project tasks based on customer impact, urgency, and service commitments.
• Escalate appropriately to internal infrastructure, network, security, or vendor teams when advanced support is required.
• Contribute to process improvement, internal knowledge articles, and repeatable Apple support standards.
• Participate in occasional on-call support/rotation as business needs require.

COMPETENCIES:

• Strong Mac troubleshooting and administration skills, with the ability to resolve user-impacting issues across Apple and mixed-platform environments.
• Working knowledge of Apple lifecycle management, including enrollment, configuration, deployment, patching, security controls, and remote support practices.
• Ability to communicate clearly and professionally with customers through phone, video, email, and ticket updates.
• Strong documentation habits for customer environments, repeatable troubleshooting steps, and internal knowledge sharing.
• Ability to work independently in a remote environment while collaborating effectively with support, escalation, security, and infrastructure teams.
• Strong customer service focus, ownership mindset, and attention to ticket quality.

REQUIRED EXPERIENCE:

• 4+ years of Mac system administration or business-level Mac support experience.
• Hands-on experience with Addigy MDM administration or support, including device enrollment, policy management, configuration profiles, software deployment, and remote troubleshooting.
• Experience supporting Apple Business Manager, automated device enrollment, Apps and Books, MDM certificates, and Apple lifecycle workflows.
• Ability to troubleshoot macOS issues involving identity, networking, VPN, printers, applications, user permissions, updates, user profiles, and device performance.
• Working knowledge of Microsoft 365, Windows devices, SaaS products, basic networking concepts, security tools, and remote management platforms.
• Strong background using ticketing systems to document work, communicate status, and track technical resolution.
• 2+ years in a customer-facing technical support role.
• Experience with phishing/security awareness platforms such as KnowBe4 is a plus.

PREFERRED CERTIFICATIONS:

• Addigy certification, such as Addigy Academy Basics, Addigy Certified Associate (ACA), Addigy Certified Expert (ACE), or Addigy Certified Professional (ACP).
• Apple Device Support and/or Apple Deployment and Management certification.
• Microsoft endpoint management certification, including Microsoft Intune, is a plus.

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required.

TRAVEL: Travel is required, but only occasionally, and is less than 10%.

LANGUAGE SKILLS: English

PHYSICAL DEMANDS:

• Requires regular use of hands and fingers to operate a computer keyboard, mouse, and other standard office equipment.
• Ability to listen, comprehend, and respond to spoken communication in both in-person and remote settings, including phone calls and video conferencing.
• Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.

#LI-AC1