Role Summary
We are seeking an MDM Support Engineer to manage and support the organization's mobile device and endpoint management environment. The role begins with a transition/knowledge-handover phase (Months 1-4) before moving into steady-state Business-As-Usual (BAU) support from Month 5 onward. The successful candidate will be responsible for the day-to-day administration, security, and lifecycle management of enrolled devices, ensuring stable, secure, and SLA-compliant service delivery across the organization.
Key Responsibilities
Service Transition & Onboarding
- Support knowledge transfer and onboarding activities during the initial transition period (Months 1-4) to build full operational readiness ahead of BAU go-live in Month 5.
- Document processes, runbooks, and escalation paths as part of transition activities.
MDM Platform & Endpoint Management
- Manage and support mobile devices and endpoints across iOS, Android, and Windows using MDM platforms such as Microsoft Intune, VMware Workspace ONE, or equivalent.
- Oversee end-to-end device enrollment, configuration profiles, application deployment, and full device lifecycle management (provisioning, updates, retirement, wipe).
- Configure and maintain compliance policies, conditional access rules, and device grouping/segmentation.
Security & Compliance
- Ensure endpoint security and compliance through consistent policy enforcement, encryption standards, patch management, and continuous monitoring.
- Identify and remediate non-compliant devices in line with organizational security baselines.
- Support audits and compliance tracking related to endpoint and mobile device security.
Service Delivery & Support
- Deliver SLA-driven support across incidents, service requests, and problem resolution, ensuring timely triage, escalation, and closure.
- Act as a point of contact for MDM-related issues raised by end users, IT, and Security teams.
- Perform root cause analysis on recurring incidents and drive permanent fixes.
Stakeholder Collaboration & Communication
- Collaborate closely with IT, Security, and business teams to resolve issues and improve overall end-user experience.
- Provide regular stakeholder updates, performance reporting, and status communication to ensure transparency and alignment on service health.
Continuous Improvement & Governance
- Drive automation and process improvement initiatives to increase operational efficiency within MDM services.
- Maintain service governance documentation, reporting dashboards, and compliance tracking aligned with organizational standards.
- Recommend and implement enhancements to MDM tooling, policies, and support workflows.
Required Skills & Experience
- Hands-on experience administering at least one major MDM/UEM platform (Microsoft Intune, VMware Workspace ONE, MobileIron, Jamf, or equivalent).
- Solid understanding of iOS, Android, and Windows device management, including enrollment methods (Autopilot, Apple Business Manager/DEP, Android Enterprise, etc.).
- Working knowledge of endpoint security concepts: encryption, patch management, conditional access, and compliance policy design.
- Experience operating within an SLA-driven service delivery / ITSM environment (incident, problem, and service request management - ServiceNow or similar).
- Strong troubleshooting and root-cause-analysis skills across device, application, and connectivity issues.
- Good stakeholder communication skills, comfortable reporting to both technical and business audiences.
Preferred / Nice-to-Have
- Certifications such as Microsoft Certified: Endpoint Administrator Associate, VMware Workspace ONE certification, or equivalent.
- Experience with scripting/automation (PowerShell, Intune scripts/Proactive Remediations, or similar) to drive operational efficiency.
- Prior experience in a service transition or BAU handover context.
- ITIL Foundation certification or equivalent ITSM process exposure.
Soft Skills
- Strong ownership and accountability in a support-driven role.
- Ability to work cross-functionally with IT, Security, and business stakeholders.
- Comfortable operating under SLA pressure with a continuous-improvement mindset.
