Senior Mobile Device Management (MDM) Support Engineer
AT&T - Atlanta, GA

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1317327

Description

Description:
Senior technical support role (Tier 3) serving as an escalation resource to resolve complex Mobile Device Management (MDM) troubles.

Responsibilities:
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Works directly with business customers to resolve trouble tickets or perform complex administration / configuration on MDM platforms.

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Must develop depth and breadth of knowledge on multiple MDM platforms.

Must become organization’s Subject Matter Expert (SME) on at least one platform while developing / maintaining sufficient expertise to support all MDM platforms in the mobility managed services portfolio.

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Leveraging internal or vendor provided lab resources test and evaluate new releases before delivered to production.

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Maintain and regularly update a knowledgebase for Service Desk and other support personnel on FAQ’s, administration best practices, common troubleshooting scenarios, etc.

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Deliver technical training to internal teams on new features, best practices, and lessons learned.

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Participate on cross functional teams to support service development activities

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As a Senior team member , serve as a technical mentor on vendor platforms and key technical concepts

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On-call or after hours support may be required

Qualifications

Qualifications:
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BS in Computer Science, Engineering, or related technical field

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Over 5 years experience with Mobility, IP Services, or application/software in a design or technical support role

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Experience configuring Exchange 2007/2010 to support mobile devices

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Hands-on experience with MobileIron or AirWatch strongly preferred

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Strong working knowledge of wireless/cellular technologies, TCP/IP, Mobile Devices (iOS, Android, Windows Phone) and LAN infrastructure

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Expert analytical, troubleshooting, and reasoning skills

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Excellent communication and interpersonal skills with the ability to communicate effectively with customers and properly manage expectations

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Demonstrated ability to quickly learn and master new technologies

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Desired Certifications: MCTS (Windows Server or Exchange Server); CCNA/CCNP

Job

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IT/Engineering/Technology

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