Infrastructure Analyst Mac Operations Support

Job description

Location

On-Site 5 days a week Seneca One Mac Operations Support requires advanced enterprise macOS and Jamf expertise, demonstrated ownership of complex incidents and escalations, strong troubleshooting and root-cause-analysis skills, and the ability to serve as a technical liaison between frontline support and Mac Engineering Technical expertise Advanced macOS troubleshooting across hardware, OS, applications, authentication, networking, VPN, peripherals, and security tooling.

Strong Jamf expertise, including enrollment, policies, application deployment, device status, Self Service, and troubleshooting failed configurations. Your internal Mac training discussions specifically identify Jamf as a core troubleshooting and management platform. Working knowledge of Intune/Entra registration, platform SSO, endpoint security agents, VPN, DLP, and enterprise application deployment . Ability to troubleshoot complex or recurring issues rather than simply escalate them.

Ability to perform root-cause analysis, recognize incident patterns, validate fixes, and recommend permanent solutions. Operational ownership Own complex Mac incidents and escalations from initial triage through resolution. Serve as an escalation point for Level I/II TechSquad technicians. Manage or help oversee the specialized Mac support queue. Coordinate directly with Mac Engineering and other technical teams when an issue requires engineering involvement.

Track recurring problems and convert successful resolutions into KBs, procedures, and standardized fixes. Leadership / SME expectations Mentor Level I/II technicians and provide Mac troubleshooting guidance. Develop and maintain Mac knowledge articles and operational documentation. Lead investigations into high-impact or recurring Mac incidents.

Education and Experience

Required: Minimum of 6 years’ higher education and/or work experience Enterprise endpoint/desktop support experience. Substantial macOS enterprise support experience. Demonstrated experience supporting Macs through an enterprise MDM platform, preferably Jamf. Experience working escalations and complex incidents in a large enterprise environment.

Prior experience reading and digesting technical information Detail-oriented

• Strong written and verbal communication skills Prior experience communicating technical information within a team and to immediate manager
• Strong customer focus, including ability to manage customer needs and multiple work priorities

Preferred: Bachelor’s degree in technology-related field 4–6+ years of enterprise endpoint/desktop support experience. 2–3+ years of substantial macOS enterprise support experience. Apple Certified Support Professional Apple Certified IT Professional Relevant Jamf training/certification Minimum of 7 years’ higher education and/or work experience Certifications or special training in related technologies M&T Bank is committed to fair, competitive, and market-informed pay for our employees.

The pay range for this position is $74,600.00 - $124,400.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Buffalo, New York, United States of America