Senior Support Engineer – Apple Mac Devices, Jamf

E.ON

full-time

Posted on:

Location Type: Office

Location: Prague • 🇨🇿 Czech

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Job Level

Senior

Tech Stack

ITSMJamfMacOS

About the role

  • Take ownership of the overall support process for Apple Mac devices and Jamf Pro, acting as the 3rd Level escalation point for complex technical issues and ensuring ongoing process optimization and incident resolution.
  • Guide, mentor, and support 1st and 2nd Level teams, ensuring efficient knowledge transfer, skills development, and consistent service quality.
  • Collaborate in defining and executing the IT support strategy for Apple devices in alignment with the digital workplace vision, working closely with other IT teams (network, security, application) to ensure an integrated support approach.
  • Support the deployment, configuration, and management of macOS devices (e.g., with JAMF), ensuring compliance with security and organizational standards.
  • Analyze recurring incidents, identify root causes and automation opportunities, and drive the continuous improvement of support processes.
  • Develop and maintain user guides, documentation, and knowledge base articles for both end users and support teams.
  • Log and track support requests in the IT service management system, ensuring accurate documentation and escalation as necessary.

Requirements

  • A degree in Information Technology, Computer Science, or a related field is preferred, or equivalent work experience.
  • Hands-on experience in supporting macOS environments, with deep knowledge of macOS operating systems, JAMF administration, and Apple hardware.
  • Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues quickly.
  • Excellent verbal and written communication skills in German and English, with the ability to convey technical information clearly to users of varying technical expertise.
  • Ability to work well in a team-oriented environment, collaborating with colleagues and other IT departments to deliver high-quality support.
  • A proactive approach to user support, with a focus on providing excellent customer service and ensuring user satisfaction.
  • Relevant certifications such as Apple Certified Support Professional (ACSP), Jamf Certified Admin, or equivalent. (e.g. Jamf 200 or higher).
Benefits
  • 5 weeks of holiday
  • Flexible working hours

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
macOSJAMF administrationtechnical troubleshootingincident resolutionprocess optimizationconfiguration managementsupport process analysisknowledge base developmentuser documentationIT service management
Soft skills
analytical skillscommunication skillsteam collaborationcustomer servicementoringknowledge transferproactive supportproblem-solvingservice qualityskills development
Certifications
Apple Certified Support Professional (ACSP)Jamf Certified AdminJamf 200