Mobile Device Support Technician

TEKsystems is working with a client to find a mobile device support specialist. The ideal individual will have hands on experience with both IOS and Android support experience. MDM experience (vmware workspace one). This is a newer team and would consist of supporting end user mobile devices through ServiceNow. There is also high priority on customer service, as this individual will take escalated tickets and be in contact with internal users.Description:Teksystems has a client who is hiring a Mobile Technology Support Specialist. This position is an addition to a newly formed team - there is curently one other Mobile Device Management Specialist. This role will provide hardware and software support directly to end users (internal customer-facing), procuring devices, deploying applications & devices, onboarding/offboarding hardware, maintaining device assignment, and user info with cellular carriers and in future MDM platform.The client has no administrator for MDM today, so this role will be expected to fill that void. An additional expectation of this role will be creating, updating, and maintaining knowledgebase documentation for mobile devices that both end users and L1 support team will have access to.This role will be in the Kansas City, Kansas office. The role will need to be in the office the first several weeks for training, but then may transition to remote for a short time period, but will eventually be back in the office. Top 5:1. Past Mobile Technology Support expereince using VMware Workspace ONE2. Past Experience creating, updating, and maintaining knowledgebase documentation3. High level communication and customer service skills. - IE: even if the end user's issue is not resolved, they want it to be a great experience for them and leave the call with a positive impression.4. Office 365 / M365 - Experience supporting O365 mobile apps like OneDrive & OutlookPreference to e xperience Dealing with b2b Mobile Carriers Mobile Technology Support SpecialistGeneral 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 terminated 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 requiredMinimum 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 equivalento ACiT certification preferredKnowledge, 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 EnglishSkills:troubleshooting, technical support, mobile devices, android, ios, customer service oriented, O365Top Skills Details:Mobile Device SupportiOSAndroidVMware Workspace ONECustomer Service Mindset (MUST have)Additional Skills & Qualifications:Apple LicensingExperience dealing with mobile carriersMDM PlatformsServiceNowPowerBIOneDriveExperience Level:Intermediate LevelAbout TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.