We are looking for an experienced Senior IT Operations Executive to support and manage a growing macOS-first environment along with Microsoft 365 applications, security tools, and enterprise SaaS platforms. The ideal candidate should have hands-on experience with macOS management, Apple Business Manager (ABM), Intune MDM for macOS, end-user troubleshooting, and automation. This role requires strong problem-solving ability, excellent communication skills, and the capability to support global users in a hybrid workplace.
Key Responsibilities
1. Advanced macOS Support & Troubleshooting
- Provide L2-level support for macOS devices, handling advanced issues such as:
o Kernel-level faults, performance tuning, app crashes
o VPN/Zero-Trust client issues
o Network configuration, certificate issues, Wi-Fi/802.1X
Lead troubleshooting for Microsoft Teams, Outlook, OneDrive, and Office apps on macOS.
- Resolve complex access, SSO, and MFA-related issues across SaaS applications.
2. Apple Device Management & Zero-Touch Deployment
- Own and manage Apple Business Manager (ABM) end-to-end: device assignment, ADE enrolment, supervision, and zero-touch provisioning.
- Configure and maintain macOS policies in Intune, including:
o Compliance policies
o Configuration profiles (Wi-Fi, certificates, VPN, FileVault, firewall)
o PPPC/TCC profiles to auto-approve screen recording, Accessibility, and Full Disk Access
- Ensure smooth onboarding/offboarding workflows using automated MDM policies.
3. Automation, Scripting & Efficiency Improvements
- Develop and maintain scripts using bash/zsh, PowerShell, or Python to:
o Automate Mac provisioning
o Silent software deployment and updates
o Patch enforcement and device compliance checks
o System diagnostics and log collection
- Identify repetitive issues and implement automation or configuration-based solutions to reduce ticket load.
4. Hardware, Peripherals & Developer Environment Support
- Lead troubleshooting for Apple hardware and peripherals (USB-C hubs, monitors, webcams, Jabra/EPOS/Logitech audio devices, printers).
- Support developer tools (e.g., IntelliJ, VS Code, Docker, Python/Java SDKs) used on macOS.
- Handle device refresh cycles, migration, and decommissioning aligned with IT asset policies.
5. Security, Compliance & Audit Readiness
- Ensure all macOS endpoints meet security requirements:
FileVault encryption
o EDR/Antivirus (CrowdStrike)
o Zscaler / Secure Web Gateway
o macOS firewall hardening
- Enforce Conditional Access rules, device compliance standards, and Intune posture checks.
- Support internal/external audits (ISO 27001, SOC 2, APEC PRP) with macOS-related evidence.
6. Global Remote Support & Escalation
- Provide remote support to overseas users via Microsoft Teams, screen sharing, and MDM remote actions.
- Act as the escalation point for L1 engineers for Mac-specific troubleshooting.
- Document solutions and create internal KBs to improve first-contact resolution.
7. ITSM, Documentation & Cross-Functional Collaboration
- Handle ITSM tickets efficiently with clear categorization, RCA notes, and SLA adherence.
Create SOPs, automation playbooks, and troubleshooting guides for macOS.
- Work with InfoSec, HR, and Development teams to enhance IT processes and user experience.
