JAMF support expert

Description
Key Responsibilities:

• Work as a key member of the Mac Engineering team, providing expert support for Mac related incidents and service requests.
• Follow Mac Engineering and Support Standards, Procedures and Best Practices.
• Analyze, identify and troubleshoot Mac related issues, participate in Root Cause Analysis (RCA) and document appropriate solutions.
• Be a responsive responsible support member of Mac L2 ticket queues, within our ServiceNow platform.
• Be the escalation point for Level 2 issues or requests related to Apple computers and the MAC management platform
• Assist the Service Desk and global IT Site Support teams with Mac related incidents and Service Requests.
• Participate in regular review sessions with Mac Engineering and IT Support teams, to extend skills and capabilities across the support organization.
• Follow Mac deployment best practices and guidelines, for Automated Device Enrollments of Mac Computer.
• Manage Macs in Apple Business Manager as a Device Enrollment Manager.
• Perform ongoing activity to keep macOS up-to-date, in alignment with the latest approved and supported version(s)
• Perform ongoing activity to remediate incorrect or incomplete enrollments, settings and configurations on managed productive Macs
• Perform ongoing activity to maintain up-to-date Apps on managed Macs.
• Assist with full lifecycle management of all Macs in Jamf Pro.

Skills and Requirements:

• Excellent knowledge and experience supporting Apple hardware and hardware related issues.
• Extensive knowledge and experience supporting macOS (Big Sur and Monterey) and Apple Apps
• Excellent knowledge and experience of supporting the Microsoft O365 software stack on Mac.
• Excellent knowledge of supporting the Adobe Creative Suite of Apps.
• 3+ years' experience supporting Macs in the Enterprise
• Experience using JAMF Pro in a Level 2 capacity, to support managed Mac computers
• A minimum JAMF 100 certification demonstrates a desire to develop skills on managing Macs within JAMF
• Ability to work independently, multi-task, and take ownership of various parts of a project or an initiative
• Ability to work with virtual teams in various global regions
• Ability to work under pressure and manage unexpected changes in expectations or requirements.
• Excellent communication and troubleshooting skills
• Self-starter, yet highly collaborative with your team via chat and conference calls

Nice to Have:

• JAMF 200 or 300 certification
• Experience using Apple Business Manager
• Experience with JAMF Connect and JAMF Protect
• Experience with security tools on a Mac platform

***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity

Qualifications
Technical Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Desktop Management - SCCM PL1 Desired 2 Desktop Management - MAC PL1 Required

Domain Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Communication Skills NA Desired

* Proficiency Legends
Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.