General Purpose: Provide technical support, procurement, and deployment of mobile device products and services. Interact directly with end users. This includes installing, diagnosing, repairing, maintaining, and upgrading mobile applications and hardware products and equipment to ensure optimal device performance. Troubleshoot all issues in a timely and accurate fashion and provide end-user assistance. Document, track and monitor problems to identify trends.
Job Duties and Responsibilities: ▪ Provide end-to-end deployment of mobile devices, including collecting and maintaining required paperwork ▪ Procure mobile devices through vendors website ▪ Setup mobile devices either manually or in an MDM environment ▪ Deploy and track all mobile device shipments ▪ Collect, decommission and dispose of all retired mobile devices ▪ Identify, diagnose and resolve end user hardware, software and application problems ▪ Manage device application assignments within an MDM environment ▪ Create and maintain technical documents for all mobile processes and break-fix solutions ▪ Create and lead mobile training sessions for other team members ▪ Maintain data lake for Power BI dashboard ▪ Perform inventory coordination of mobile devices ▪ Provide/update the mobile device vendor websites with accurate user and mobile device information for cell phones, hotspots and iPads ▪ The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required
Minimum Requirements: Education and Experience ▪ Associate degree in a related technical field or a related professional experience ▪ 2+ years of direct experience supporting mobile devices within an MDM environment ▪ 3+ years of mobile device technical support experience in an enterprise environment ▪ Experience with Android and iOS devices ▪ Experience with supporting remote users ▪ Experience in direct customer service ▪ Apple MAC OS experience preferred ▪ Experience with Microsoft Intune preferred ▪ Certification and/or License – o Apple Genius or equivalent o ACiT certification preferred
Knowledge, Skills and Abilities ▪ Able to demonstrate superior customer service skills ▪ Able to communicate and translate technical topics into easy to understand concepts ▪ Able to communicate clearly and effectively, both verbally and in writing ▪ Able to clearly document technical processes ▪ Able to proficiently manage and troubleshoot Android and iOS operating systems ▪ Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution ▪ Working knowledge of InTune and Workspace One MDM compliance policies ▪ Working knowledge of Apple products including iPhone, iPad and Mac Computers ▪ Troubleshooting and management skills of Apple systems ▪ Must be able to read, write and speak English
Reporting to this Position: ▪ None