The Mobility Management Agent provides advanced mobility device support, procurement administration, inventory control management and other general support controls for a single client community of nearly 9,000 associates.
Respond to trouble ticket assignments for technical support in a fast, and efficient manner and be able to quickly determine the proper course of action to resolve the request within the established SLAs and guidelines.
Troubleshoot & support iOS software issues, various mobility hardware/software configurations and be able to convey a simple approach to resolving the issue to a non-technical person.
Identify, research, and resolve technical problems and escalate problems to other support teams when necessary
Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
Utilize multiple support applications for maintaining inventory control and remote device management.
Package, prepare and communicate tracking information on shipments of mobility devices when applicable
Must have skillset : Able to work in an extremely fast-paced environment and adapt to frequent change and adjust to changing priorities.
Proficient with troubleshooting, installing and working with iOS and other mobility devices
Proven multitasking skills
Nice to have skill set:
Technical Help Desk or Customer Relation skills
Two -year degree in IT-related field or equivalent experience in a Technical Support environment.
Previous call center, customer service or technical support experience