Technical Escalation Engineer (Mac) – Bangkok-based (Relocation Provided)

Bangkok, Thailand

Get to Know Our Team

Agoda is Asia’s leading and fastest-growing online hotel reservation platform. Our success is powered by vast amounts of data, a robust IT infrastructure, and world-class talent. Information Technology is at the heart of Agoda, offering excellent growth opportunities in a dynamic, multicultural environment with colleagues from over 90 nationalities.

We thrive in a fast-paced setting where innovation and creative thinking are valued. Our passion for technology drives us to continually enhance the customer experience. We’re committed to making a difference through our products and services—and we always remember to have fun along the way!

 The Opportunity

We are seeking a Global Technical Escalation Engineer – Mac to join our team in Bangkok. In this role, you will design, manage, and support our endpoint management systems, ensuring seamless operation and top-tier support for our global workforce.

In This Role, You’ll Get To:

Linux/Mac Configuration & Deployment

• Configure and deploy Linux/Mac computers using MDM tools (e.g., JAMF Pro), including initial setup, software installations, and user profile management.
• Implement security policies, encryption, and access controls for Linux/Mac devices via MDM configurations.
• Manage software licenses and subscriptions for Linux/Mac applications, ensuring compliance and optimizing usage.

Monitoring & Troubleshooting

• Monitor the health and performance of Linux/Mac systems using MDM tools, logs, and dashboards; proactively identify and resolve issues.
• Conduct regular system checks, updates, and maintenance to ensure smooth operation and minimize downtime for end-users.

Security & Compliance

• Collaborate with IT security teams to implement and enforce security policies, configurations, and protocols for Linux/Mac devices.

End-User Support & Training

• Provide technical support and troubleshooting for Mac-related issues, both onsite and remotely.
• Develop and deliver training sessions, documentation, and resources to educate end-users on Mac best practices, MDM functionalities, and security awareness.

What You’ll Need to Succeed

• Bachelor’s degree in a relevant field.
• 4–5 years of experience in IT support, with a focus on Mac environments (preferred).
• Strong knowledge of Linux/macOS operating systems.
• Hands-on experience with MDM administration and management (e.g., JAMF Pro).
• Understanding of Zero Touch deployments and industry-standard packaging solutions.
• Experience with QA testing and documentation.
• Strong sense of ownership, excellent communication, and customer service skills.
• Ability to work independently and as part of a team.
• Service-minded, proactive, and eager to learn.

Nice to Have

• Experience supporting Windows environments.
• Familiarity with Azure AD, Exchange AD, and certificate/security management.
• Project management experience.

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