Mobility Application Support Engineer
Senior technical support role (Tier 3) that leverages in depth knowledge of one or more emerging mobility services platforms to deliver customer and internal support. Mobility services include but are not limited to Mobile Device Management (MDM), Mobile Enterprise Application Platform (MEAP), Mobile Application Management (MAM), Machine to Machine (M2M), and Mobile Security.
Works directly with business customers to resolve troubles or perform complex administration / configuration of mobility managed services (MDM, MEAP, MAM, M2M, etc) that Service Desk (Tier 2) escalates to the team.
Must develop depth and breadth of knowledge on emerging mobility services platforms. Must become organization’s Subject Matter Expert (SME) on at least one platform while developing / maintaining sufficient expertise to support multiple products in the mobility managed services portfolio.
Leveraging internal or vendor provided lab resources test and evaluate new releases before delivered to production.
Maintain and regularly update a knowledgebase for Service Desk and other support personnel on FAQ’s, administration best practices, common troubleshooting scenarios, etc.
Deliver technical training to internal teams on new features, best practices, and lessons learned.
Participate on cross functional teams to support service development activities
On-call or after hours support may be required
BS in Computer Science, Engineering, or related technical field
Over 5 years experience with Mobility, IP Services, or application/software in a design or technical support role
Strong working knowledge of wireless/cellular technologies, TCP/IP, Mobile Devices (iOS, Android, Windows Phone) and LAN infrastructure
Expert analytical, troubleshooting, and reasoning skills
Excellent communication and interpersonal skills with the ability to communicate effectively with customers and properly manage expectations
Demonstrated ability to quickly learn and master new technologies
Hands-on experience with MobileIron or AirWatch strongly preferred
Desired Certifications: CCNA / CCNP, MCTS (Windows Server or Exchange Server)
Bachelor's degree in Computer Science, Computer Engineering or related field
Jan 29, 2013, 10:55:00 AM
Feb 5, 2013, 1:00:00 AM
Senior Associate/Second Level Manager
AT&T - 17 months ago
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