Lead II - Cloud Infrastructure Services

Role description

MAC L3 – Job Description (Client Infrastructure Support)

Role Summary

• 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.

Key Responsibilities

• 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.

Required Skills

• 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

Good to Have

• Windows support knowledge (hybrid environment)
• Automation scripting
• Experience with enterprise ITSM tools

Experience

• Typically 5–8 years of IT experience, with strong exposure to Mac support (L3 level expectation aligned with enterprise roles).

Soft Skills

• 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.