Mobile Device Support Specialist

– Mobile Technology Support Specialist

Responsibilities include:

• Providing tier 2 and 3 support for Helpdesk technicians with mobile device issues

• Ensure that all support requests are appropriately logged, tracked, and monitored in the ticketing system based on troubleshooting efforts

• Act as an escalation point, as a subject matter expert, and aid the team in the identification and resolution of incidents and problems

• Reviewing and approving application requests for security and appropriateness

• Identify opportunities and trends for the creation and update of internal team procedural/process documentation in Confluence, and employee self-help articles in Zendesk to improve the efficiency of service request completion

• Proactively maintaining and increasing the team’s technical knowledge of mobile device support

• Work alongside IT Helpdesk Manager to identify and recommend team learning opportunities

• Draft and publish internal team and end-user communication for end-user-impacting service alerts, changes, planned outage/maintenance, and procedures

• Ensuring MDM policies are working as they should

• Perform administration, testing, and deployment of company and public applications, configuration policies, compliance policies, profiles, device enrollment tokens, Apple push certificates, and other requirements via MDM systems

• Ensuring device model and software updates are tested with our policies and distribution

• Perform regular audits of systems used to provide mobile technology support

• Keeping MDM device inventory up to date and accurate

• Perform inventory audits, cycle count, obtain quotes, create purchase orders, complete renewals, review inventory receipts, and record-keeping for end-user mobile devices and app purchases

• Ensuring our Telus and Verizon accounts are maintained in good clean condition and are configured to allow easy billing to branches

• Make recommendations for end-user mobile technology hardware/software lineup and participate in budgeting

• Interact with various vendors (i.e. MDM, Lookout) and wireless carriers

• Strong ability in planning and executing projects to ensure they are completed in a timely manner and to the satisfaction of stakeholders

• Identify, recommend, and implement opportunities to improve and automate processes, such as new features of systems used to provide mobile technology support, aimed at lowering support costs

• Other duties as assigned by management

• Must be available to work rotating schedules which include evenings, some weekends, and holidays

• Some travel may be required

Skills include:

• Proven analytical and problem-solving abilities for end-user mobile technology support

• Administration of Mobile Device Management tools Microsoft Intune/Endpoint, AirWatch, Apple Business Manager, Samsung Knox, and Lookout for mobile device configuration and management.

• Proficient with using Zendesk and Atlassian Jira service request and issue management

• A self-starter, a passion for IT, with exceptional customer service skills

• Exceptional written, oral, and interpersonal skills

• Willing to speak up and share ideas with the team

• Willing to question the status quo

• Be able to give and take criticism

• Ability to work in a dynamic team environment and independently

• Ability to manage and prioritize multiple tickets and tasks in a fast-paced environment

• Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved as defined within the Service Level Agreement

• Continuous improvement of methods and best practices for delivering outstanding service

• Ensure the ongoing protection and integrity of the IT systems and endpoints using best practices and tools to identify and remediate vulnerabilities