Systems Engineer II (Jamf Pro / Apple Platform)

About the position

The Systems Engineer II (Jamf Pro/Apple Platform) plays a crucial role within the Service Delivery team, focusing on enhancing customer satisfaction and loyalty. This position is designed for a professional who can serve as a subject-matter expert and thought leader, guiding other members of the service delivery organization, including systems engineers, technicians, project managers, and service delivery leadership. The Systems Engineer II will be responsible for acting as a technical advisor and MDM platform administrator, influencing various aspects of the business, including project and managed services. This is a full-time remote position, allowing for flexibility while still requiring a commitment to excellence in service delivery. In collaboration with the service delivery manager and fellow engineers, the Systems Engineer II will support customer account management objectives. This includes adhering to the company's employment procedures and engineering standards, developing and maintaining client environment documentation, and collaborating with client stakeholders to review best practices and implementation strategies. The role also involves leading the setup and onboarding of new customer accounts, acting as a technical escalation point for support specialists and other systems engineers, and performing quality assurance activities to ensure adherence to best practices. Additionally, the Systems Engineer II will be responsible for identifying new revenue opportunities through projects within their assigned client base, serving as an escalation point for clients and team members, and focusing on client management and retention by identifying quality issues and risks to client satisfaction. This multifaceted role requires a blend of technical expertise, customer service skills, and the ability to work collaboratively with various stakeholders to achieve organizational goals.

Responsibilities
? Support customer account management objectives in conjunction with the service delivery manager and peer engineers.
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? Adhere to the company's employment procedures and best practices as outlined in the employee handbook.
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? Follow agreed-upon and/or documented engineering standards and best practices.
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? Develop and maintain client environment documentation.
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? Collaborate with client stakeholders to review best practices and implementation approaches.
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? Lead the setup and onboarding of new customer accounts from a technical and service delivery perspective.
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? Act as a technical escalation point for Support Specialists and Systems Engineers within other teams.
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? Perform quality assurance activities to ensure standardization of best practices.
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? Drive the identification of new revenue opportunities, primarily via projects, within their assigned client base.
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? Serve as an escalation point for clients, team members, and other departments for services.
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? Identify quality issues and risks to client satisfaction and focus on client management and retention.

Requirements
? BA or BS degree or equivalent combination of relevant education and experience.
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? 5 years of in-depth field experience deploying and supporting mixed Mac/PC environments.
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? Minimum 5 years of professional Mac support experience in an enterprise environment.
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? Experience with Jamf Pro and Jamf Connect.
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? Experience extending Jamf Pro with community tools.
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? Demonstrable proficiency with command line and scripting with common automation languages (e.g., bash, Python, etc.).
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? Expert-level skills with endpoint management and Jamf Pro; Other MDMs a plus, including Intune.
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? Expert-level skills around Zero touch workflows and automated patching of macOS and 3rd party apps.
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? Strong understanding of network security, firewalls, and VPNs, and zero trust VPNs.
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? Experience with identity and access management systems (e.g., Azure AD, Google Workspace directory).
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? Expert-level skills supporting Apple technologies in an enterprise environment, including VPP, ABM, identity management, single sign-on, share access, hosted services, and endpoint security best practices.
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? Cross-platform integration expertise with Jamf Connect.
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? Environment and infrastructure experience for Apple platform optimization in an enterprise environment.
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? Deployment experience at scale with Mac and iOS devices.
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? Excellent verbal and written communication skills, including demonstrable experience composing detailed reports, recommendations, and leave-behind materials.
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? Able to explain and guide clients through technical issues.
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? Demonstrated experience implementing IT projects.
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? While the role is remote, some travel will be required.

Nice-to-haves
? Jamf Administrator 300 or higher preferred.
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? Apple Certified Support Professional (ACSP) preferred.
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? Apple Certified IT Professional preferred.
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? Previous support/consulting experience across multiple enterprise clients is strongly preferred.

Benefits
? Medical, dental, and vision insurance
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? Health Savings Account (HSA)
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? Flexible Spending Account (FSA)
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? 401(k) plan
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? Life insurance
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? Disability insurance
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? Paid time off for salaried personnel
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? Paid sick leave for hourly employees on Service Contract Act projects

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