Infrastructure Analyst Mac Operations Support

Location: On-Site 5 days a week Seneca One

Mac Operations Support requires advanced enterprise macOS and Jamf expertise, demonstrated ownership of complex incidents and escalations, strong troubleshooting and root-cause-analysis skills, and the ability to serve as a technical liaison between frontline support and Mac Engineering

Technical expertise

• Advanced macOS troubleshooting across hardware, OS, applications, authentication, networking, VPN, peripherals, and security tooling.
• Strong Jamf expertise, including enrollment, policies, application deployment, device status, Self Service, and troubleshooting failed configurations.
• Your internal Mac training discussions specifically identify Jamf as a core troubleshooting and management platform.
• Working knowledge of Intune/Entra registration, platform SSO, endpoint security agents, VPN, DLP, and enterprise application deployment.
• Ability to troubleshoot complex or recurring issues rather than simply escalate them.
• Ability to perform root-cause analysis, recognize incident patterns, validate fixes, and recommend permanent solutions.

Operational ownership

• Own complex Mac incidents and escalations from initial triage through resolution.
• Serve as an escalation point for Level I/II TechSquad technicians.
• Manage or help oversee the specialized Mac support queue.
• Coordinate directly with Mac Engineering and other technical teams when an issue requires engineering involvement.
• Track recurring problems and convert successful resolutions into KBs, procedures, and standardized fixes.

Leadership / SME expectations

• Mentor Level I/II technicians and provide Mac troubleshooting guidance.
• Develop and maintain Mac knowledge articles and operational documentation.
• Lead investigations into high-impact or recurring Mac incidents.

Education and Experience Required:

• Minimum of 6 years’ higher education and/or work experience
• Enterprise endpoint/desktop support experience.
• Substantial macOS enterprise support experience.
• Demonstrated experience supporting Macs through an enterprise MDM platform, preferably Jamf.
• Experience working escalations and complex incidents in a large enterprise environment.
• Prior experience reading and digesting technical information
• Detail-oriented
• Strong written and verbal communication skills
• Prior experience communicating technical information within a team and to immediate manager
• Strong customer focus, including ability to manage customer needs and multiple work priorities

Education and Experience Preferred:

• Bachelor’s degree in technology-related field
• 4–6+ years of enterprise endpoint/desktop support experience.
• 2–3+ years of substantial macOS enterprise support experience.
• Apple Certified Support Professional
• Apple Certified IT Professional
• Relevant Jamf training/certification
• Minimum of 7 years’ higher education and/or work experience
• Certifications or special training in related technologies

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $74,600.00 - $124,400.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve.

M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more.

Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

Career Site Privacy Notice