MWP-MacBook Support Engineer

Role Type: Support Engineering / Operations / Enterprise Client Platform Support
About this opportunity
The MWP-MacBook Support Engineer will be part of the Computer & Mobile CoE within Employee Experience, supporting Ericsson’s Jamf-managed macOS platform for a global user base. The role is responsible for ensuring reliable, secure, and efficient operation of the MWP-MacBook service by providing technical support, incident resolution, documentation, operational continuity, and continuous improvement for managed MacBook clients.
What you will do
Provide first-level and operational support for Ericsson managed MacBook devices running macOS.
Troubleshoot macOS issues related to boot, login, access, performance, disk space, CPU, memory, certificates, browsers, applications, and connectivity.
Support Jamf-managed device operations, including configuration profiles, system settings, plist configuration, application deployment, package installation, and device compliance related investigations.
Use macOS troubleshooting tools and commands such as System Settings, defaults, grep, logs, sysdiagnose, and shell scripts to diagnose and resolve issues.
Investigate and resolve browser-related issues across Microsoft Edge, Chrome, Firefox, and Safari, including configuration, certificate, compatibility, cache, profile, and extension-related problems.
Receive, triage, categorize, prioritize, update, and resolve support tickets within defined Ericsson service levels.
Escalate unresolved or complex issues to L2/L3 teams, product experts, architects, or vendors with clear problem statements and supporting evidence.
Create and maintain knowledge articles, SOPs, troubleshooting guides, known issue records, workarounds, and ticket documentation.
Participate in shift-based support, handovers, operational meetings, and live user-support bridges when required.
Contribute to continuous improvement by studying recurring issues, recommending service improvements, and applying feedback from senior engineers and product experts.
The skills you bring
Good working knowledge of macOS, including system architecture, filesystem, permissions, boot process, disk encryption, networking, process management, and system troubleshooting.
Hands-on or working knowledge of Jamf Pro, macOS device management, configuration profiles, package deployment using pkg, dmg or mpkg, and managed client operations.
Ability to troubleshoot endpoint client issues using macOS logs, system settings, command-line tools, and structured root cause analysis.
Basic shell scripting capability to automate simple operational tasks, search logs, validate settings, or support troubleshooting.
Understanding of enterprise identity, security, compliance, certificates, VPN, browser governance, and managed software distribution concepts.
Strong written documentation skills with the ability to produce clear knowledge articles, SOPs, incident notes, and troubleshooting guides.
Clear, professional verbal and written communication with strong stakeholder management and customer focus.
Analytical mindset, ownership, accountability, and ability to work independently with minimal supervision.
Willingness to work in a shift-based operational environment and support global users across time zones.
Preferred capabilities
Experience working in enterprise MacBook support, endpoint operations, or managed workplace environments.
Exposure to Microsoft Intune, Apple Business Manager, Platform SSO, Microsoft Authenticator Passkeys, FileVault, certificates, VPN clients, and enterprise compliance registration workflows.
Experience with ITIL-based incidents, problem, change, request fulfillment, and escalation processes.
Awareness of application packaging, browser extension governance, vulnerability remediation, operational reporting, and KPI tracking.
Ability to collaborate with product owners, architects, service managers, security teams, identity teams, infrastructure teams, and vendor support teams.
Qualifications
Bachelor’s degree in IT, Computer Science, Engineering, or related discipline, or equivalent practical experience.
Minimum 3 years of relevant experience in macOS endpoint support, enterprise device operations, service desk escalation support, or client platform administration.
Success in this role
MWP-MacBook tickets are resolved within agreed service levels with accurate updates and high-quality closure notes.
MacBook users receive timely, professional, and effective support with minimal service disruption.
Recurring issues are identified, documented, and addressed through continuous improvement actions.
Knowledge articles, SOPs, troubleshooting guides, and handover notes remain accurate, current, and usable by support teams.
Shift coverage, escalation, communication, and operational handover expectations are met consistently.

Work arrangement
No