24 Jan
Mobile Device Administrator
New York, New york city , 10001 New york city USA

Vacancy expired!

Mobile Device Administrator Job DescriptionThe Mobile Device Administrator is responsible for providing exceptional front line client support by providing Tier 1 technical support through analyzing and troubleshooting technical problems and resolving relatively simple hardware, software, network and connectivity problems. The MDA is responsible for service ticket creation and prioritization, basic troubleshooting, resolving open incidents and/or escalation to the Tier 2 technical support staff.

Responsibilities:
  • 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.

Qualifications:
  • 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!


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