Mobile Technology Support Specialist

Our Client, a leader in providing products and services for the entire building envelope, is looking for a Mobile Technology Support Specialist.
What You Will Do

• Work alongside IT Helpdesk Manager to identify and recommend team learning opportunities
• Act as an escalation point, as a subject matter expert, and aid the team in the identification and resolution of incidents and problems
• Proactively maintain and increase the team’s technical knowledge of mobile device support
• Perform regular audits of systems used to provide mobile technology support
• Must be available to work rotating schedules which include evenings, some weekends, and holidays
• Ensuring device model and software updates are tested with our policies and distribution
• Draft and publish internal team and end user communication for end user impacting service alerts, changes, planned outage/maintenance, and procedures
• 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
• Provide tier 2 and 3 support for Helpdesk technicians with mobile device issues
• 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
• Review and approve application requests for security and appropriateness
• Ensuring MDM policies are working as they should
• Some travel may be required
• Ensure that all support requests are appropriately logged, tracked, and monitored in the ticketing system based on troubleshooting efforts

What You Will Bring

• Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is
• Willing to speak up and share ideas with the team
• Proven analytical and problem-solving abilities for end user mobile technology support
• A self-starter, a passion for IT, with exceptional customer service skills
• Ability to manage and prioritize multiple tickets and tasks in a fast-paced environment
• Exceptional written, oral, and interpersonal skills
• Administration of Mobile Device Management tools Microsoft Intune/Endpoint, AirWatch, Apple Business Manager, Samsung Knox, and Lookout for mobile device configuration and management.
• Willing to question the status quo
• Proficient with using Zendesk and Atlassian Jira service request and issue management

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 end points using best practices and tools to identify and

remediate vulnerabilities