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Mobile Support Engineer
Ref No.: 19-09054
Location: New York, New York
Role Responsibilities:
  • Use AirWatch and SCCM to manage end-user devices and deploy software packages
  • Perform 2nd and 3rd - level troubleshooting for iPhones, Windows tablets, custom and off-the-shelf software. Drive problem management through to completion
  • Coordinate and advise level-1 support groups
  • Manage items in Active Directory to trigger GPo and AD-based software changes
  • Run SQL queries and reporting jobs for ad-hoc reporting requirements
  • Perform regular reporting on ticket volumes, trends, and problem management
  • Use of cellular provider portals to confirm subscription plans & status
  • Coordination with logistics vendor for installations and field service calls
  • Create documentation for configurations and support procedures
Requirements and Experience:
  • Bachelor's Degree preferred, plus a minimum of five (5) years of experience in a technical support role, (e.g. technical support engineer, desktop support engineer, IT help desk technician, etc.)
  • Basic written communication skills (documentation skills a plus)
  • Ability to diagnose and troubleshoot technical issues
  • Certification in Microsoft Windows 10 a plus
  • Knowledge of computer architectures, mobile devices, and peripheral products
  • Prior experience with Mobile Device Management systems and/or iPhone management
  • Ability to work collaboratively and independently to manage, prioritize, track and follow-through on multiple tasks in parallel to meet challenging deadlines