Mac RTD Engineer

Responsibilities

As a Senior Support Engineer, you’ll be one of the first points of contact for any IT-related requests or issues that our employees may experience.
You’ll be involved in one of the highest-paced, unique support structures anywhere; inquiries for support don’t go unanswered for longer than 10 minutes.
You’ll administer and support macOS configurations and records of everything end-users face as well as own the data reporting and cleanup. macOS endpoints include desktops or laptops, mobile devices, printers, and any peripherals in a hybrid working environment.
In addition to solving day-to-day issues, you’ll be responsible for understanding why they occur and providing long-term solutions to prevent them from happening again.
You will serve as a technical lead on projects involving our support teams. When needed, you’ll be the hands, eyes, and ears of other teams to provide hands-on assistance for systems and applications and have clear cross-team communication.
You’ll be suggesting recommendations based on requests from various departments and locations, run the required research, and test various potential solutions on a global scale.

Profile

Deep knowledge and experience with macOS and other operating systems
Prior experience in a Support Engineering role and the ability to manage your daily functions while assisting on projects and handling recurring tasks independently.
Expertise not only troubleshooting issues and finding their root causes, but also clearly documenting steps taken to troubleshoot and ensuring they don’t reoccur.
A deep understanding of the usual OSs and endpoints – how to provision, deploy, and maintain them; what protects them; and the software that runs on them.
Advanced familiarity with endpoint management tools and/or modern MDM / UEM style tools.
Experience scripting with at least 1 language such as Python or Shell with demonstrable results. You can speak to how they can be used to deploy packages and automate tasks.
occasional nights and weekends as required, up to 15% of the time
You know `git,` what it does and how ci/cd pipelines function enough to troubleshoot.
Experience working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems is crucial.
An understanding of networking and server systems, along with expert troubleshooting techniques when connecting to them.