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

• 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.