24 Jan
Mobile Device Administrator
Vacancy expired!
- Identify, research, analyze, diagnose, resolve and close service tickets in a quality and timely manner.
- Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
- Engage vendor support for issues requiring product support.
- Utilize service delivery management and related technology systems and tools for efficient execution of mobile device activities.
- Identify incident tickets as potential problem tickets if incidents are recurring.
- Achieve performance targets established by leadership for applicable Key Performance Indicators.
- Provide support for mobile devices, including, iPhones, iPads, Android phones, tablets, hotspots, cradle points and cellular capable laptops.
- Deploy mobile equipment to multiple organizational groups. Includes device activation, MDM deployment, issue and recovery and correct disposal of all mobile equipment.
- Create and deploy security and device management policies within MDM. Provides day-to-day management of the MDM solution.
- Provide logistical support for loss, damage & termination of corporate equipment.
- Coordinate the distribution of new equipment for new hires and the collection of equipment at end of employment.
- Resolve escalations from the IT Service Desk and handle client support requests as well as take ownership of product issues and ensuring closure is achieved.
- Monitor and track incidents, trouble calls in a service desk ticketing system. Support of incident and problem management process; recognize high priority tickets and take action within expected response time.
- Maintain accurate record keeping of all wireless devices and loaner device inventory. Audit device inventories to ensure carrier records are up to date.
- Create and maintain documentation as it relates to mobile deployment, devices as well as basic network configuration, processes, and records.
- Perform other duties as assigned by management.
- High School Diploma required; Associates Degree in Information Technology or related, preferred.
- Minimum of 3-5 years of experience supporting, implementing and configuring mobile technologies in a diverse enterprise environment.
- Experience with Enterprise Mobility Management & Mobile Device Management solutions is required; prior experience with AirWatch is preferred.
- Experience with Identity Manager and SAML solution and mobile deployment via MDM.
- Strong Customer service skills essential dealing with associates and executive team.
- Excellent oral communication and technical writing skills.
- Excellent problem solving skills with an ability to perform root cause analysis.
- Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends.
- Ability to recommend and implement best practices and methodologies.
- Proficient in MS Office (Word, Excel), Outlook, SharePoint, Windows 10, MS Office 365
Vacancy expired!