The Apple Infrastructure and macOS team is a highly skilled group of technicians who provide end-to-end support for Mac devices for customer. they work closely with macOS 2nd level team to handle complex issues that require advanced troubleshooting skills and expertise. In addition to solving issues, they also provide root cause analysis for incidents in the environment, helping to identify and mitigate potential issues before they become problems. The team is also responsible for stewarding the Macs deployed to the environment ensuring they are properly configured, secured, and maintained using Jamf mobile device management (ClientM). They work closely with other teams to ensure that Macs integrate smoothly into customer’s Infrastructure environment.
Additional Roles:
Macintosh Workstation stewardship and Workstation Type Management:
Workstation stewards approve software requests, access requests, workstation orders, act as support for Mac users for questions they may have when it comes to software and hardware order process, as well as integration of other applications into the Macintosh environment. They also manage the Macintosh workstation type.
Macintosh Automated Device Enrollment Base Load:
Maintains the Apple workstation base, making changes to packages and versions of existing products in the load.
Responsibilities of Macintosh Workstation Steward:
• Review and Approve/Deny forms for supported workstation type. Examples include Workstation orders / Workstation enhancement requests, security access requests, and any new software that is in consideration of being brought in.
• Manage workstation types and workstation profile(s)
• Represent Macintosh customers regarding enterprise workstation decisions
o Knowledge source – providing information about available products
o Facilitate creation of workstation training / Job-aids
o Communicate client environment changes to business partners
• Participate with the Client Integration Team
• Provide and maintain a test environment for areas to test products
• Load and test workstations as needed – Physical workstations in lab
• Work any incidents or requests assigned to 3rd level workgroup
• Other duties assigned
Responsibilities of 3rd level Apple Infrastructure and macOS support
• macOS System Administration: Take charge of configuring, deploying, and managing macOS-based systems across the organization. Implement and maintain security protocols, software updates, and system configurations to ensure optimal performance and protection against vulnerabilities.
• Technical Support: Provide advanced technical support to end-users, addressing complex macOS-related issues and inquiries. Act as a point of escalation for Level 1 and Level 2 support teams, resolving critical incidents promptly and effectively.
• Apple Device Management: Utilize ClientM (Mobile Device Management) specifically Jamf tools to manage a fleet of macOS devices. Ensure devices are correctly provisioned, updated, and comply with organizational policies and security standards. This includes overseeing / managing Apple Business Manager to ensure procured hardware is added and release when devices reach end of life and need to be recycled / sold.
• Scripting and Automation: Develop and maintain scripts and automation tools to streamline macOS deployment and management processes, optimizing productivity and reducing manual intervention.
• Troubleshooting and Issue Resolution: Diagnose and resolve complex technical issues related to macOS systems, applications, and network connectivity. Conduct root cause analysis to prevent recurrence and enhance system performance.
• Collaboration and knowledge Sharing: Collaborate with cross-functional teams to support various projects and initiatives. Share expertise and insights with fellow team members, contributing to a culture of continuous learning and improvement.
• Security and Compliance: Implementing and enforce security best practices, ensuring macOS systems and devices meet industry standards and organizational security policies.
• Hardware Lifecycle Management: Mange the lifecycle of macOS hardware, including inventory tracking, asset management, and timely hardware upgrades / replacements. Implement sustainable hardware refresh strategies to maintain optimal performance and reliability for end users.
• Hardware Procurement Assistance: Collaborate with Procurement teams and IEOM to provide guidance in selecting hardware and peripherals that align with macOS requirements. Ensure the acquisition of suitable equipment for the organization’s needs.
• Documentation: Maintain clear and comprehensive documentation of macOS configurations, troubleshooting procedures, and system changes, facilitation knowledge transfer and team collaboration.
Additional skills and Abilities required:
• Excellent communication and interpersonal skills, capable of collaborating effectively with team members, end-users, and stakeholders.
• Ability to work with diverse groups of people and engage in cross-functional collaboration.
• Experience in hardware procurement and hardware lifecycle management
• Familiarity with ClientM tools and macOS device management strategies, including Apple Business Manager, Jamf Pro
• Proficiency in scripting languages such as Bash and Python.
• Knowledge in working with products like Microsoft Defender, Jamf Protect, Jamf Connect, O365 suite, Zscaler, and Jamf ADCS.
• Possess knowledge of PKI certificates and 802.1x authentication protocols. Utilize this knowledge to configure and mange secure network connections and authentication mechanisms for macOS devices.
• Ability to adapt to a changing environment and priorities.
• Ability to learn and use automation, follow procedures.
• Troubleshooting software install failures and remote installations.
• Strong problem-solving skills and a very good understanding of macOS logging