MAC Specialist

Overall purpose of role
Provide technical expertise to resolve compliance issues (including vulnerability management) and faults with the global macOS estate.
Liaising with other teams (e.g. macOS engineering, Networking Support), and adhering to the relevant incident, problem, event and request processes to support the ongoing improvement and good health of the macOS estate.
Liaising with vendors (e.g. Jamf, Apple) on product issues.
Provide technical expertise to help other teams with macOS support issues.
Provide technical expertise to help administer the global macOS estate using Jamf Pro.
Key Accountabilities
Management of macOS estate using Jamf Pro.
Remediation activities relating to compliance.
Vulnerability Management.
Patching & Updating of macOS computers.
Vendor support management.
Help resolve Incidents and Problems impacting the macOS Service which have been escalated to the Operations Team.
Monitoring and Reporting on the state of the global macOS Estate.
Stakeholder Management and Leadership
Guides less experienced technicians to ensure infrastructure components are built and deployed in a consistent, simple and effective manner.
Ensures all changes to infrastructure comply with strategy and Clients policies.
Management of own tasks and responsibilities.
Contributes to the governance, technical leadership and direction necessary for the implementation of changes to the service.
Decision-making and Problem Solving
Understanding of complex issues across a broad IT landscape. Able to converse on IT components outside immediate area of expertise.
Knowledge of activity planning, process development and management, goals and objectives setting, MI creation and reporting.
Able to assimilate complex technical information and translate into business impact statements.
Make timely and effective decisions.
Manage and prioritise multiple work streams.
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Clients Policies and Policy Standards.
Person Specification
Good awareness and understanding of security risk issues in the macOS environment.
Proven track record of supporting macOS and delivering macOS service improvements and compliance remediation.
Proven capability in co-ordinating with others to assist in complex technical fault resolutions.
Strong assertiveness & negotiation skills.
Analytical skills and an ability to identify trends on change data and set appropriate actions.
Essential Skills/Basic Qualifications:
Comprehensive knowledge and understanding of macOS internals and related technologies
Strong knowledge of macOS Cyberstack technologies (e.g. Anti-malware, VPN, DLP).
Strong knowledge of Jamf Pro and macOS management
Jamf 300 certification (CCA)
Strong command line knowledge
Strong scripting knowledge (e.g. Bash, Python)
Understanding of the Incident and Change Management process based on ITIL framework
Desirable skills/Preferred Qualifications:
Jamf 400 certification (CCE)
Apple certifications (e.g. ACSP)
Knowledge of Service Now
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.

Work arrangement
No