L3 Mobile Experience Support Engineer (APJ Coverage)

Role Overview

We are seeking a highly experienced L3 Mobile Experience Support Engineer to strengthen regional coverage within a global end-user computing and mobility support function. This role owns advanced technical support for Apple and mobile platforms across the APJ region and plays a critical role in enabling follow-the-sun operations.

The position focuses on deep technical troubleshooting, mobile device management platform stability, and operational continuity during APJ business hours. The successful candidate will operate with a high degree of autonomy, act as the primary escalation authority for the region, and partner closely with global teams and vendors to deliver consistently high user experience.

Key Responsibilities

Regional Coverage and Global Operations

• Serve as the primary technical owner for Apple and mobile platform support during APJ business hours to enable continuous global operations
• Monitor incoming incidents, requests, and platform alerts to ensure timely response and operational continuity
• Coordinate escalations and handovers with global teams to maintain consistent 8x5 support coverage

L3 Apple and Mobile Platform Support

• Deliver advanced third-level support for enterprise Apple and mobile environments including iPhone, iPad, Android devices, Macs, and emerging Apple platforms
• Investigate complex issues end to end, performing root cause analysis and implementing permanent corrective actions
• Work closely with regional IT teams to minimize disruption and maintain service quality

MDM Platform Incident Ownership

• Take full ownership of Jamf Pro and Microsoft Intune incidents occurring during APJ hours
• Assess business impact, communicate clearly with stakeholders, and implement interim workarounds where required
• Engage directly with platform vendors to progress escalated cases through to resolution
• Track remediation activities and validate successful fixes before closure
• Maintain clear documentation and reporting for global visibility

Knowledge Management and Continuous Improvement

• Create, maintain, and enhance knowledge base articles to support service desks and technical teams
• Ensure documentation remains accurate, actionable, and aligned with global standards
• Contribute to operational maturity through repeatable solutions and improved support processes

Technology Evaluation and Support Enablement

• Participate in testing and evaluation of new tools, features, and workflows within the mobile and Apple ecosystem
• Provide practical feedback on usability, risk, compatibility, and user impact to support informed decision-making
• Act as a subject matter expert for Apple and mobile platforms within the wider support organization

Requirements

Mandatory

• Proven experience providing L3 support for Apple Mac and mobile devices in an enterprise environment
• Strong hands-on expertise with Jamf Pro and Microsoft Intune
• Deep working knowledge of iOS, iPadOS, macOS, Android, and Apple ecosystem services
• Demonstrated ability to own complex incidents from diagnosis through permanent resolution
• Experience managing MDM platform incidents and service degradations
• Ability to work independently as the primary technical resource during APJ business hours
• Strong analytical, troubleshooting, and problem-solving capabilities
• Excellent written and verbal communication skills
• Experience producing and maintaining technical documentation and knowledge articles
• Comfortable collaborating with global teams in a follow-the-sun operating model

Advantageous

• Exposure to emerging Apple technologies such as Apple Vision Pro or Apple Watch
• Prior experience in global IT operations or regional escalation roles
• Direct engagement with Jamf or Microsoft support for advanced issue resolution
• Relevant certifications in Jamf, Apple, or Microsoft Intune
• Scripting or automation experience using tools such as Bash, PowerShell, or Swift
• Experience mentoring L1 or L2 support teams
• Familiarity with enterprise security, compliance, and device governance standards

Please send your detailed resume in MS Word format to [email protected] with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability