Technology Support III - Escalation Mac Support Engineer

Job Title: Solutions Engineering Escalation Mac Support Engineer

About the Role
We’re seeking an experienced Escalation Mac Support Engineer to provide advanced (L3) macOS support and drive enterprise-scale MDM administration for a 10,000+ Mac environment. You’ll serve as the go-to escalation point for complex issues, lead incident resolution under pressure, and build scalable solutions that improve reliability, security, and user experience. This role is ideal for a self-starter who thrives in autonomy, enjoys digging into root causes, and wants room for growth in engineering and automation. VDI, Citrix, and Windows skills are a plus.

What You’ll Do

• Act as L3 escalation for macOS incidents and problems, owning high-severity issues through resolution and root-cause analysis.
• Administer and optimize MDM at scale:
• Build and maintain scripts and automation to reduce toil, accelerate remediation, and improve telemetry.
• Partner with Security, Networking, and Service Desk teams to standardize solutions, publish knowledge, and uplift L1/L2 capabilities.
• Monitor fleet health, report on KPIs (compliance, patch levels, incident trends), and drive continuous improvements.
• Collaborate on cross-platform issues; support VDI and Citrix environments as needed; interface with Windows teams for interoperability.
• Create high-quality documentation, runbooks, and change records; contribute to change/release processes.

Required Qualifications

• 5+ years hands-on Desktop Support and macOS engineering experience.
• 5+ years MDM administration (Jamf, WorkSpaceOne) with proven delivery in a large enterprise (10,000+ Macs).
• Deep knowledge of macOS and Apple ecosystem at scale: ABM/Automated Device Enrollment, VPP, MDM, configuration profiles, policy frameworks.
• Strong troubleshooting across networking, Wi‑Fi, VPN, identity/SSO, certificates, and endpoint security.
• Demonstrated ability to work independently, prioritize effectively, and perform under pressure with clear, calm communication.
• Excellent stakeholder engagement skills and a track record of cross-functional collaboration.

Preferred/Bonus Skills

• VDI and Citrix support/administration experience (e.g., Citrix Workspace, Virtual Apps and Desktops).
• Windows desktop fundamentals and cross-platform interoperability; exposure to Intune or similar.
• Experience with endpoint security tooling (e.g., Crowdstrike, EDR), vulnerability remediation, and CIS-aligned hardening.
• CI/CD and version control for configuration-as-code (e.g., Git), packaging pipelines, and testing frameworks.
• Experience with monitoring/logging platforms (e.g., Splunk) and data-driven operations.

Core Competencies

• Self-starter mindset with high ownership and bias for action.
• Advanced problem-solving and systematic debugging in time-sensitive scenarios.
• Strong written documentation and runbook creation.
• Customer-centric approach with an emphasis on reliability and usability.
• Growth mindset with interest in engineering, automation, and leadership opportunities.

What We Offer

• Impact at enterprise scale with the autonomy to shape standards and automation.
• Clear advancement paths into engineering, architecture, or leadership tracks.
• A collaborative, high-performing team focused on continuous improvement.

Additional Details

• Work schedule: Standard hours with occasional after-hours or on-call participation for critical incidents.

If you share the passion for building robust, scalable Mac experiences at enterprise scale and enjoy solving hard problems under pressure, we’d love to hear from you.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

Our Corporate Technology team relies on smart, driven people like you to develop applications and provide tech support for all our corporate functions across our network. Your efforts will touch lives all over the financial spectrum and across all our divisions: Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and within the Corporate Administrative Office. You’ll be part of a team specifically built to meet and exceed our evolving technology needs, as well as our technology controls agenda.