Provide third -level support for mobile device-related issues, including ordering, setup, and enrollment into MDM solutions
Troubleshoot and resolve technical problems related to mobile devices (smart phones and tablets, iOS and Android)
Assist users with device configuration, software updates, and connectivity issues
Utilize the ServiceNow ticketing system to log, track, and manage support requests
Reference and update knowledge base articles to ensure accurate and up-to-date information is available for users
Communicate effectively with users to understand their issues and provide clear, concise remediation
Collaborate with other Mobile team members to escalate and resolve complex issues
Maintain a high level of customer satisfaction through professional and courteous interactions

Requirements

1+ year Intune or similar Mobile Device Management (MDM) experience
2+ years in a customer-facing support role
Basic understanding of carrier portals and actions that can be taken within the portals
Proven experience in a technical support role, preferably focused on mobile devices
Proficiency in using the ServiceNow ticketing system
Excellent problem-solving skills and attention to detail
Strong communication skills, both written and verbal
Ability to work independently and as part of a team
Customer-focused with a commitment to providing high-quality support

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Mobile Device ManagementIntuneiOSAndroidtechnical supportdevice configurationsoftware updatesconnectivity issuesproblem-solvingattention to detail

Soft Skills

communicationcustomer-focusedteamworkindependenceprofessionalismcourtesyclear remediationcollaborationcustomer satisfactioneffective communication