macOS Support Engineer – L2/L3

ROLE OVERVIEW

Azooa is seeking expressions of interest from an experienced macOS Support Engineer to support a proposed enterprise macOS uplift and provide ongoing Level 2 and Level 3 technical support for the National Museum of Australia.

The role will maintain device reliability, resolve escalated incidents, administer endpoint management settings, and manage operating-system and application updates. The client service desk will remain the first point of contact for users. The engineer will provide specialist support through agreed ticket handover, escalation and communication processes.

ENGAGEMENT DETAILS

• Location: Canberra, ACT.

• Working arrangement: hybrid, combining remote support with onsite attendance where required.

• Proposed contract opportunity, subject to procurement outcome, client selection and confirmed scope.

• Indicative project commencement: 30 November 2026.

• Service context: an initial 12-month managed-service engagement with two possible 12-month extensions, subject to approval. Individual hours, coverage and duration will be agreed against service requirements.

KEY RESPONSIBILITIES

Specialist incident and problem resolution

• Investigate and resolve escalated macOS incidents and service requests.

• Troubleshoot configuration, enrolment, applications, operating-system behaviour and peripherals.

• Diagnose recurring problems and recommend corrective or preventative action.

• Coordinate complex incidents with the technical lead, security stakeholders and relevant vendors.

• Maintain clear records of investigations, actions, workarounds and resolutions.

• Provide remote support and attend onsite under the agreed service model.

Endpoint administration

• Administer macOS devices through Apple Business Manager and Microsoft Intune.

• Support onboarding, provisioning, configuration changes, replacement and retirement.

• Maintain configuration profiles, compliance settings and application deployments within approved change processes.

• Investigate failed enrolments, configuration inconsistencies and non-compliant devices.

• Support application packaging, deployment testing and version management.

Updates and vulnerability remediation

• Test and deploy macOS, application and security updates through agreed rollout waves.

• Manage approved deferrals, user notifications, maintenance scheduling and restart requirements.

• Investigate failed updates and carry out recovery or remediation.

• Monitor relevant vendor advisories, management alerts and security notifications.

• Assess technical impact and coordinate remediation according to agreed severity and exposure priorities.

• Track exceptions, unresolved vulnerabilities and actions requiring client approval.

Service integration and reporting

• Work within the client's service desk and ITSM processes, including Halo ticket handover, updates and closure.

• Support agreed response and resolution targets and specialist escalation pathways.

• Provide visibility of incidents, compliance, patch status and recurring problems.

• Coordinate onsite activities with client staff for access, scheduling and change management.

• Contribute to operational meetings, service reviews and continuous improvement.

Documentation and transition

• Maintain troubleshooting guides, runbooks and knowledge base articles.

• Document support workflows, escalation procedures and recovery methods.

• Participate in pilot, rollout and hypercare activities.

• Transfer relevant knowledge to the client service desk and other support personnel.

ESSENTIAL CAPABILITIES

• Demonstrated enterprise macOS support experience at Level 2 and/or Level 3.

• Practical Apple fleet management experience using Apple Business Manager and Microsoft Intune.

• Strong troubleshooting skills across macOS configuration, applications, updates and peripherals.

• Experience with macOS version control, application deployment and device lifecycle administration.

• Experience planning, testing and remediating operating-system and application updates.

• Ability to work within incident, problem, change and escalation processes.

• Clear written communication, accurate ticket management and effective user support.

• Ability to maintain technical procedures and service desk knowledge articles.

DESIRABLE EXPERIENCE

• Halo ITSM or comparable platforms.

• macOS scripting and automated remediation.

• Compliance dashboards and endpoint reporting.

• Third-party application update management.

• Endpoint migrations, management uplifts or transitions to BAU.

• Working with security teams on vulnerability remediation and configuration exceptions.

EXPECTED OUTCOMES

• Reliable specialist support integrated with the client service desk.

• Consistent device configuration and lifecycle administration.

• Controlled update deployment and remediation against agreed targets.

• Accurate incident, compliance and patch reporting.

• Maintained support documentation and reduced recurrence of common issues.

APPLICATION INFORMATION

Expressions of interest close 18 November 2026 at 11:59 pm Canberra/Sydney time (AEDT).

Apply through the Azooa Contracts portal with a current CV and a concise summary of enterprise macOS support, Intune and Apple Business Manager experience. Include availability, onsite support capability and examples of complex incidents or update deployments handled.

This EOI supports a proposed service engagement. Appointments depend on procurement outcome, client selection and confirmed scope.