Role description
MAC L3 – Job Description (Client Infrastructure Support)
- L3 level engineer responsible for advanced troubleshooting, configuration, and support of MacOS systems within enterprise environments.
- Handles escalated issues from L1/L2 and ensures stability, security, and performance of Mac infrastructure.
- Provide L3 support for MacOS devices and applications, resolving complex issues and escalations.
- Manage Mac environments using tools like Jamf (configuration management).
- Perform remote diagnosis, troubleshooting, and system configuration updates.
- Handle incident management, problem resolution, and root cause analysis for escalated tickets.
- Support software deployment, patching, and upgrades across Mac systems.
- Collaborate with global teams to improve client infrastructure performance and capacity.
- Assist in security incident handling, antivirus compliance, and system hardening.
- Manage user access, admin rights, and policy compliance.
- Work with vendors for hardware/software issue resolution.
- Maintain documentation and update knowledge base articles.
- Strong experience in:
- MacOS administration and troubleshooting
- Jamf or equivalent Mac management tools
- Shell scripting / Bash / AppleScript
- Knowledge of:
- Endpoint security and patch management
- Device compliance and encryption
- Network fundamentals (VPN, connectivity issues)
- Experience in handling L3 escalation scenarios
- Windows support knowledge (hybrid environment)
- Automation scripting
- Experience with enterprise ITSM tools
- Typically 5–8 years of IT experience, with strong exposure to Mac support (L3 level expectation aligned with enterprise roles).
- Strong communication and coordination skills
- Stakeholder management and vendor coordination
- Ability to work in global support model
Skills
cloud infrastructure,mac system administration,shell scripting,google cloud platform,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
