Technology Support III - Escalation Mac Support Engineer

Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III team member in Corporate Sector's Employee platform team you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience. Job responsibilities Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements. Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations. Required qualifications, capabilities, and skills 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity. Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations. Hands-on experience with Desktop Support and macOS engineering experience. Experience with MDM administration (Jamf, WorkSpaceOne) with proven delivery in a large enterprise (10,000+ Macs). Experience of macOS and Apple ecosystem at scale: ABM/Automated Device Enrollment, VPP, MDM, configuration profiles, policy frameworks. Strong troubleshooting across networking, Wi‑Fi, VPN, identity/SSO, certificates, and endpoint security. Demonstrated ability to work independently, prioritize effectively, and perform under pressure with clear, calm communication. Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud Experience in observability and monitoring tools and techniques Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework Preferred qualifications, capabilities, and skills VDI and Citrix support/administration experience (e.g., Citrix Workspace, Virtual Apps and Desktops). Windows desktop fundamentals and cross-platform interoperability; exposure to Intune or similar. Experience with endpoint security tooling (e.g., Crowdstrike, EDR), vulnerability remediation, and CIS-aligned hardening. CI/CD and version control for configuration-as-code (e.g., Git), packaging pipelines, and testing frameworks. Experience with monitoring/logging platforms (e.g., Splunk) and data-driven operations.