Mac Systems Administrator – Apple Support Specialist, Tier 2

New Era Technology

ITMS Mac/Apple Support Specialist providing advanced remote support for customers in Apple and mixed-platform environments. Collaborating with teams to troubleshoot issues and maintain documentation.

Posted 8/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Apple device management, including Addigy MDM and Apple Business Manager, while providing advanced technical support for macOS and iOS environments. Proficient in troubleshooting, documentation, and compliance with security standards.

Highest-signal resume keywords

Addigy MDM AdministrationApple Business Manager SupportMacOS TroubleshootingTicketing System DocumentationCustomer-Facing Technical Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mac System AdministrationDevice EnrollmentPolicy ManagementConfiguration ProfilesSoftware DeploymentRemote TroubleshootingNetworking ConceptsSecurity ToolsVPN ConfigurationUser Permissions Management

Soft Skills

Customer CommunicationProcess ImprovementPrioritizationCollaborationProblem-Solving

Tools & Technologies

Addigy MDMApple HardwareMicrosoft 365SaaS ProductsTicketing SystemsPhishing/Security Awareness Platforms

Industry Keywords

Apple Device ManagementCompliance ReportingDevice PerformanceOS Update WorkflowsPrivacy Permissions

Tech Stack

Tools & technologies

iOSMacOS

About the role

Key responsibilities & impact

Provide advanced support for Apple and mixed-platform customer environments, including macOS, iOS, iPadOS, Apple hardware, and related Microsoft technologies.
Administer and support Apple device management through Addigy MDM, including enrollment, policies, configuration profiles, software deployment, remote support, inventory, and compliance reporting.
Support Apple Business Manager workflows, automated device enrollment, Apps and Books assignments, MDM push certificates, and device supervision requirements.
Troubleshoot issues related to user access, applications, networking, VPN, printers, permissions, device performance, and operating system updates.
Support Apple security and compliance needs, including FileVault, Gatekeeper, certificates, OS update workflows, privacy permissions, and device posture requirements.
Maintain clear ticket documentation, customer updates, escalation notes, and resolution details in accordance with service expectations.
Prioritize assigned tickets and project tasks based on customer impact, urgency, and service commitments.
Escalate appropriately to internal infrastructure, network, security, or vendor teams when advanced support is required.
Contribute to process improvement, internal knowledge articles, and repeatable Apple support standards.
Participate in occasional on-call support/rotation as business needs require.

Requirements

What you’ll need

4+ years of Mac system administration or business-level Mac support experience.
Hands-on experience with Addigy MDM administration or support, including device enrollment, policy management, configuration profiles, software deployment, and remote troubleshooting.
Experience supporting Apple Business Manager, automated device enrollment, Apps and Books, MDM certificates, and Apple lifecycle workflows.
Ability to troubleshoot macOS issues involving identity, networking, VPN, printers, applications, user permissions, updates, user profiles, and device performance.
Working knowledge of Microsoft 365, Windows devices, SaaS products, basic networking concepts, security tools, and remote management platforms.
Strong background using ticketing systems to document work, communicate status, and track technical resolution.
2+ years in a customer-facing technical support role.
Experience with phishing/security awareness platforms such as KnowBe4 is a plus.

Benefits

Comp & perks

Competitive benefits
Continuous training