Technology Support Engineer

Technology Support Engineer

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills: Microsoft Intune. Good to have skills: NA. Minimum 3 year(s) of experience is required. Educational Qualification: 15 years full time education.

Role Summary: The MDM Engineer will lead the design, deployment, and support of mobile device and application management services across a global user base of 65,000. This role ensures secure, compliant, and optimized mobile experiences using Microsoft Intune and JamF, while aligning with enterprise policies and release governance. Your typical day will involve working on cloud application solutions, collaborating with cross-functional teams, and ensuring the successful deployment of cloud infrastructure and platforms.

Key Responsibilities

• MDM/MAM Operations
• Provide MDM and MAM support services using tools (Intune, JamF).
• Add/delete users from mobile services and manage device enrollment.
• Enforce IT policies such as remote wipe, password lock, and policy reapplication.
• Manage break-fix support for Aon-owned mobile devices and associated OS/applications.
• Application & Security Management
• Roll out mobile applications using MAM and MDM platforms.
• Coordinate with engineering, business units, and vendors to resolve release defects.
• Deploy and validate security updates and patches across mobile platforms.
• Perform detailed troubleshooting and RCA coordination with OEM vendors.
• Change & Release Management
• Support release cycles by testing use cases for changes and product updates.
• Document all changes related to mobile infrastructure and maintain SOPs.
• Collaborate with third-party carriers for device-level technical support.
• Provide monthly reports on MDM/MAM coverage, issues, and optimization recommendations.
• Governance & Compliance
• Ensure compliance with mobile device protection standards and enterprise security policies.
• Monitor device health, performance, and usage trends.
• Maintain audit logs and enforce encryption, conditional access, and app protection policies.
• Coordinate with InfoSec and ServiceNow teams for policy enforcement and incident resolution.

Required Skills & Experience

7+ years of experience in mobile device engineering and endpoint management. Hands-on expertise in: Microsoft Intune (including App Protection Policies), JamF Pro for macOS/iOS device management, Mobile Application Management (MAM), Apple Business Manager, Android Zero-Touch Enrollment, Conditional Access, Remote Wipe, Lost Mode, Passcode Reset, Experience with ServiceNow, CMDB, and ticketing workflows. Familiarity with enterprise mobility architecture and Zero Trust principles.

Process Knowledge

Proven experience in: Change Management (ITIL-based), Release Management, Configuration and Inventory Management, SLA adherence and proactive monitoring. Certifications (Preferred): Microsoft Certified: Endpoint Administrator, JamF Certified Tech / Admin, ITIL® Foundation Certification, CompTIA Mobility+, Apple Certified Support Professional (ACSP), Android Enterprise Certified Professional

15 years full time education

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