L2 Endpoint Engineer (JAMF / macOS / iOS MDM)

Job description

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 environmentManage:Device inventory and smart groupsPolicies and configuration profilesEnrollment 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 configurationDecommissioningSupport: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 formatsJAMF policiesHandle:App testing and validationVersion upgrades and patchingTroubleshoot installation failures and dependency issues

Patch Management (macOS & iOS)

Manage OS and third-party patching using JAMFDefine and deploy patch policies and schedulesMonitor patch compliance and remediationTroubleshoot patch deployment failures

Policy & Configuration Management

Create and manage:Configuration profiles (Wi-Fi, VPN, security settings)Restrictions and compliance policiesIntegrate 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 failuresApplication deployment issuesPatch failuresPolicy conflictsPerform root cause analysis for recurring issuesEscalate 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 deploymentsDevice configurationsRemediation tasks

Compliance, Reporting & Documentation

Generate reports on:Device compliancePatch statusApplication deployment successMaintain SOPs, runbooks, and knowledge baseSupport audit requirements

Collaboration & Support

Work with L1 team for triage improvementsCollaborate 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 administrationmacOS device managementiOS/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 / DMGScripting: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 ManagementExperience in patch cycles and compliance reporting

Soft Skills

Strong troubleshooting mindset (must understand Apple ecosystem behavior)Clear communication with global usersAttention to detail (Apple policies can be strict and sensitive)

Experience & Education

3–6 years of experience in Apple endpoint / JAMF supportBachelor’s degree in IT or related fieldCertifications (good to have):JAMF 100/200Apple Device Support

Key Performance Indicators (KPIs)

Device compliance rate (%)Patch compliance (macOS & iOS)Application deployment success rateIncident resolution time (MTTR)Reduction in repeat issuesUser experience / CSAT