Deskripsi pekerjaan MDM/EMM Technical Support Engineer PT Joyowo Geo Indonesia
We are seeking a technically competent and proactive MDM/EMM Technical Support Engineer with 2–4 years of experience to support enterprise mobility solutions while contributing to internal tool development using modern AI-assisted technologies. This role blends hands-on troubleshooting, customer support, and lightweight development/automation.
Key Responsibilities (Job Scope)
1. Technical Support (Primary Function)
- Provide Level 1–2 technical support for MDM/EMM platforms (device enrollment, policy deployment, troubleshooting).
- Diagnose and resolve issues across Android, iOS, and Windows devices.
- Perform root cause analysis (RCA) and provide corrective/preventive actions.
- Work with vendors/principals for escalated issues.
- Support deployment, migration, and onboarding.
- Maintain documentation and knowledge base.
2. Customer & Project Support
- Act as technical point of contact for customers.
- Assist in pre-sales technical discussions.
- Provide training sessions for customers.
- Ensure SLA adherence and timely ticket resolution.
3. AI-Assisted Internal Development
- Develop internal tools using AI-assisted technologies.
- Utilize tools like ChatGPT or GitHub Copilot for development.
- Build integrations using APIs/webhooks.
- Automate reporting, alerting, and ticket workflows.
- Explore AI capabilities to enhance support processes.
4. Continuous Improvement & Innovation
- Identify process gaps and propose automation.
- Stay updated on MDM/EMM trends and AI tools.
- Contribute to new service ideas and improvements.
Job Requirements
Experience & Background
- 2–4 years experience in MDM/EMM/UEM technical support.
- Experience with platforms such as Hexnode, Scalefusion, Intune, or Workspace ONE.
Technical Skills
- Knowledge of Android, iOS, and Windows device management.
- Programming/scripting: Python, JavaScript, Bash, or PowerShell.
- Familiar with REST APIs and JSON/XML.
- Exposure to AI tools is an advantage.
Soft Skills
- Strong troubleshooting and analytical skills.
- Good communication skills.
- Ability to multitask and prioritize.
- Self-motivated and eager to learn.
Preferred / Added Advantage
- Experience in automation or internal tool development.
- Knowledge of cloud platforms (AWS, Azure, GCP).
- Familiarity with ticketing systems.
- Basic DevOps knowledge.
Key Success Indicators (KPIs)
- SLA compliance and resolution time.
- Customer satisfaction (CSAT).
- Reduction of recurring issues.
- Number of automations/tools developed.
- Contribution to documentation.
