System Engineer (MDM/MAM)

The System Engineer is responsible for administering, maintaining and supporting the organisation's Mobile Device Management and Mobile Application Management environment. The role ensures that managed mobile devices, enterprise applications, security policies, certificates and supporting infrastructure remain secure, available and compliant with operational and customer requirements.

Key Responsibilities

MDM Platform Administration

• Administer and maintain the Omnissa Workspace ONE UEM environment, including organisation groups, administrative roles and access controls.
• Monitor platform availability, system health, service status, capacity and performance.
• Perform routine configuration reviews, housekeeping and environment health checks.

Device Lifecycle and Endpoint Support

• Support device enrolment, provisioning, de-enrolment, retirement and ownership changes for corporate-owned and approved personal devices.
• Monitor device inventory, enrolment status, operating system versions and compliance posture.
• Execute approved remote actions such as enterprise wipe, device wipe, lock, quarantine and retirement, following established controls.

Compliance, Security and Policy Management

• Configure and maintain security baselines, passcode rules, encryption requirements, device restrictions and compliance policies.
• Investigate non-compliant, rooted, jailbroken, compromised or outdated devices and coordinate remediation.
• Manage Wi-Fi, VPN, email, certificate and other device configuration profiles, including assignment and deployment validation.

Application and Content Management

• Package, deploy, update and retire enterprise mobile applications through MDM/MAM.
• Troubleshoot application installation, update, licensing, configuration and deployment issues.
• Support application testing, version control, assignment groups and managed application configurations.

Certificate, Authentication and Integration Support

• Monitor certificate validity and support certificate issuance, renewal and enrolment troubleshooting.
• Maintain and troubleshoot integrations with directory, Certificate Authority, AirWatch Cloud Connector, AirWatch Cloud Messaging, APIs and related services.
• Support and troubleshoot Linux-based MDM server components and network connectivity issues affecting platform availability, integrations and device communications.
• Coordinate with infrastructure, network, security and application teams to resolve cross-platform issues.

Maintenance, Patching and Upgrades

• Review vendor advisories and release notes, evaluate operational impact and prepare upgrade recommendations.
• Plan and execute approved patches, upgrades and configuration changes during maintenance windows.
• Perform pre-change checks, backups, testing, post-change validation and rollback activities.

Incident, Problem and Service Management

• Provide Level 2 technical support for MDM/MAM incidents, service requests and operational issues.
• Investigate faults, perform root cause analysis and implement corrective and preventive actions.
• Escalate product defects and complex cases to the vendor while maintaining ownership through closure.
• Maintain incident, problem, change and vendor case records with clear technical evidence.

Reporting and Documentation

• Prepare preventive maintenance, system health, inventory, compliance, application deployment and incident reports.
• Maintain technical documentation, standard operating procedures, configuration records, support guides and knowledge articles.
• Provide status updates, risk reporting and recommendations to the Project Manager and customer stakeholders.

Operational Expectations

• Participate in scheduled preventive maintenance, change implementation and service review activities.
• Provide standby, after-hours or on-site support when required by project and contractual commitments.
• Comply with information security, access control, change management, data protection and audit requirements.
• Work closely with customers, internal teams and vendors to meet agreed service levels and delivery milestones.
• Handle privileged access and destructive device actions responsibly, with proper approval and verification.

Requirements

• Diploma or Degree in Information Technology, Computer Science, Cybersecurity, Computer Engineering or a related discipline.
• Relevant experience supporting enterprise MDM/UEM platforms, preferably Omnissa Workspace ONE UEM (AirWatch).
• Experience with mobile operating systems such as Android and iOS, including enrolment, profiles, applications and security controls.
• Working knowledge of Windows Server, Microsoft SQL Server, networking, DNS, firewalls, proxy services, certificates and Public Key Infrastructure.
• Hands-on experience supporting Linux server operating systems, including system monitoring, service management, log analysis, patching, user and permission administration, and basic shell command-line troubleshooting.
• Practical network troubleshooting experience covering TCP/IP connectivity, DNS, routing, firewalls, proxy services, ports, certificates and secure communications between MDM components and dependent systems.
• Experience with incident, problem and change management processes in an enterprise support environment.
• Experience supporting security-sensitive, government or critical operational environments is an advantage.