Mobile Device Staging and Support Technician

Overview

Position: Mobile Device Staging and Support Technician

Location: Brighton, MI

The primary role of the Mobile Device Staging & Support Technician is to provision Mobile, Print, and IoT devices using best practices provided by Lowry Engineering and select MDM vendors. This role will also assist in supporting those devices already deployed to customers.

• Stage and provision the technology we sell according to client specification
• Follow documented processes without deviation, escalate any issues to supervision
• Monitor and maintain clients’ licenses as part of their lifecycle management
• Continuously take initiative to optimize the process and systems for increased efficiency
• Maintain and update technical documentation (as needed)
• Respond to support requests and cases from end users
• Troubleshoot problems using remote access tools and diagnostic utilities
• Document customer information, problem or issue and actions taken to resolve using Lowry standard Incident Management process
• Access software updates, drivers, knowledge bases, and Frequently Asked Questions (FAQs) to aid in problem resolution
• Configure systems and applications and test fixes to ensure problem resolution
• Assist with testing of new software releases and report issues as needed
• Perform other tasks as directed

• Ability to follow documented technical processes with a high level of quality and detail
• Experience in connecting mobile devices to networks and installing software using automated methods
• Technical competency of mobile and desktop operating systems including Android, Windows Mobile, Apple iOS, and Windows 10 /11
• Knowledge of Mobile Device Management (MDM) platforms such as: SOTI Mobi Control, Workspace One (Air Watch), Microsoft Intune, and 42
  
  Gears is not required but a plus
• Outstanding customer service

• Associates degree or technical trade education in Computer Science, Information Systems or equivalent work experience in a technology or detail/process-oriented role
• Android, Zebra, or Honeywell certification(s) a plus
• SOTI, Air Watch, Intune, 42
  
  Gears MDM certification(s) also a plus
• Experience in troubleshooting problems and handling critical issues
• Experience in creating and managing knowledge base documentation for known problems, workarounds, and resolutions

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and carry up to 60 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, and risk of electrical shock. Well‑lighted, heated and/or air‑conditioned indoor office/production setting with adequate ventilation. The noise level in the work environment is usually moderate.

EOE