As part of our rapid growth, we are seeking an experienced and enthusiastic UEM Support Engineer to join our high-performing team at Telestar Communications in Melbourne.

As a UEM Support Specialist, you will play an important role in delivering level 1 and level 2 support for Unified Endpoint Management (UEM), Enterprise Mobility Management (EMM), Mobile Device Management (MDM), and endpoint management solutions. You will work closely with enterprise customers, senior engineers, internal stakeholders, and third-party vendors to support the deployment, operation, and troubleshooting of mobility solutions across customer environments.

The role focuses on providing responsive technical support, assisting with device lifecycle management, and ensuring a high standard of customer service. You will contribute to mobility projects, device onboarding activities, reporting, and documentation while developing your skills across modern workplace and endpoint management technologies.

Role Responsibilities / Activities

Customer-Facing Technical Support

- Provide Level 1 and Level 2 technical support for UEM/MDM platforms, including Microsoft Intune, Omnisaa, Ivanti, SOTI, ABM, Samsung Knox, Android Zero Touch, and other mobility solutions.
- Respond to customer incidents, service requests, and technical enquiries relating to mobile devices and endpoint management, including iOS, Android, Windows, MacOS, and Linux operating systems.
- Investigate and troubleshoot device enrolment, application deployment, OS management, compliance, and configuration issues.
- Escalate complex or unresolved issues to senior engineers or third-party vendors as required.
- Ensure all support activities are completed within agreed Service Level Agreements (SLAs).

Device Management & Operations

- Assist with device staging, configuration, enrollment,



provisioning, and deployment activities.
- Support mobile device lifecycle management, including onboarding, moves, adds, changes, and decommissioning.
- Perform operational tasks related to enterprise mobility and endpoint management platforms.
- Assist customers with device replacement and migration activities.

Project & Implementation Support

- Support UEM implementation and onboarding projects under the guidance of senior engineers.
- Assist with testing, deployment, and validation activities during customer projects.
- Participate in customer rollout and mobility transformation initiatives.

Reporting & Documentation

- Produce ad hoc and monthly customer reports covering support activities, device compliance, and service performance.
- Maintain accurate support records, ticket updates, and asset information.
- Assist in the creation and maintenance of technical documentation, knowledge base articles, and standard operating procedures.
- Provide skilled and responsive customer service.
- Participate in customer meetings when required and assist in presenting service updates and reports.
- Build positive relationships with customers and internal stakeholders.
- Stay informed about emerging mobility technologies, device platforms, and industry best practices.
- Contribute ideas to improve service delivery, processes, and customer outcomes.
- Support operational and strategic initiatives within the mobility services team.





Travel Requirements

May require occasional travel to customer sites for project delivery, device deployments, workshops, or onsite support activities.

Skills & Experience

- 1–3 years of experience in an IT support, Service Desk, or endpoint management role.
- Exposure to Microsoft Intune, SCCM, Ivanti, Workspace ONE, MobileIron, Jamf, or similar UEM/MDM platforms.
- Understanding of iOS, Android, Windows, and macOS device management fundamentals.
- Basic knowledge of Microsoft 365, Entra ID (Azure AD), Conditional Access, and endpoint security concepts.
- Experience working within an SLA-driven support environment.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work both independently and collaboratively within a team environment.

Qualifications

- Relevant Microsoft, Mobility, or Endpoint Management certifications are desirable.
- Certificate, Diploma, or Tertiary qualification in Information Technology or a related discipline preferred.
- Demonstrated interest in enterprise mobility, endpoint management, and modern workplace technologies.

Key Attributes

- Customer-focused attitude with a commitment to service excellence.
- Strong attention to detail and organisational skills.
- Willingness to learn and develop technical expertise.
- Positive, proactive, and adaptable approach to work.
- Ability to manage multiple tasks and priorities effectively.
- Team player who collaborates well with colleagues and stakeholders.

Telestar Communications is committed to providing exceptional customer service, in addition to being part of a positive team where open communication and your contribution are encouraged.

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📌 UEM Support Engineer (Melbourne)
🏢 seek.com.au
📍 Melbourne