Mobile Technical Support Specialist

This role is for an experienced technician with expertise in mobile device management, focusing on refreshing equipment, providing guidance and training to customers, troubleshooting, and resolving issues. The ideal candidate should possess a strong investigative and analytical mindset, with the ability to assess, diagnose, and address a variety of challenges. The candidate must work well independently and within a team.  They must demonstrate professionalism in a dynamic, fast-paced environment and have a proven track record in evaluating and mitigating issues while providing top-notch customer service. Key responsibilities include multitasking, flexibility, device enrollment, managing high volumes of responses, and engaging with customers, VIPs, vendors and Executive management, all while maintaining a pleasant and friendly demeanor. Additionally, the candidate should be willing to adjust their work schedule on rare occasions, if needed.

Essential Functions

    Stay updated on developments in mobile telecommunications, including equipment and industry changes, and attend training sessions as needed. 

    Accurately enter data into database.

    Administer and monitor the Mobile Device Management console, as well as various other systems. Training available.

    Create assignment groups, user groups, and profiles as needed. 

    Configure and test a variety of mobile device requests as required.

    Develop user manuals and Knowledge Base documentation for customers and the mobile team.

    Schedule activation and troubleshooting appointments as needed.

    Coordinate device provisioning with vendors.

    Perform data backup and restoration when necessary.

    Participate in inventory and services audit as needed.

    Train and assist remote Mobile Device Technicians in resolving issues.

    Inform departmental personnel about rates and prices for requested services.  

    Interact with customers as needed, providing exceptional customer service. 

Competencies, Knowledge, Skills and Abilities

Demonstrates reliability and punctuality with a strong work ethic.

Upholds honesty and integrity in all tasks.

Possesses good written communication skills.

Has basic computer proficiency.

Exhibits strong problem-solving abilities.

Capable of working with a diverse range of customers with varying skill levels.

Manages multiple tasks simultaneously.

Works independently with minimal supervision.

Collaborates effectively within a team setting.

Maintains a clean and sterile work environment.

Completes all other related duties as assigned.