Managed Services Configuration Specialist

Description ROLE MISSION

Deliver customer ready technology by accurately configuring, staging, imaging, enrolling, testing, documenting, and troubleshooting smartphones, tablets, laptops, and related managed mobility equipment. This person combines hands on technical execution with Tier 1 and Tier 2 support skills to make sure devices leave Connect Us ready to work on day one.

This is a hands on Managed Services role, not a traditional warehouse or pick, pack, and ship position. The Managed Services Configuration Specialist works directly with devices, software, MDM/UEM platforms, customer requirements, work instructions, and support tickets. The right person is equally comfortable following a detailed configuration build, troubleshooting why a device will not enroll or connect, documenting the resolution, and moving to the next customer program without sacrificing accuracy.

1. Configure, Stage, Image & Validate Devices

• Configure and stage smartphones and tablets across iOS and Android environments.
• Image, provision, and configure Windows laptops using customer approved build processes.
• Enroll devices into MDM/UEM and endpoint management platforms and validate policies, applications, profiles, restrictions, certificates, and connectivity.
• Perform SIM installation, activation validation, Wi Fi setup, application installation, OS updates, asset tagging, labeling, accessory pairing, kitting, and final quality checks as required by each customer SOW.
• Configure and validate wireless routers and connectivity devices when required. Router experience is a plus, but not required.
• Confirm every device matches the customer build specification before release to fulfillment.

2. Provide Tier 1 & Tier 2 Technical Support

• Troubleshoot device setup, enrollment, activation, application, connectivity, hardware, software, account, and peripheral issues.
• Resolve Tier 1 issues independently and perform Tier 2 diagnosis for more complex endpoint and mobility problems.
• Use structured troubleshooting to isolate root cause rather than repeatedly resetting or replacing devices.
• Document incidents, diagnostic steps, resolutions, and escalation details in the appropriate ticketing or workflow system.
• Escalate issues to MDM/UEM engineers, carriers, OEMs, customer IT teams, or other specialists with complete diagnostic history.
• Support customer launches, replacements, depot programs, returns, and ongoing lifecycle activity.

3. Execute Customer Requirements with Precision

• Translate SOWs, build sheets, customer specifications, and work instructions into repeatable device configuration processes.
• Follow detailed multi step procedures while recognizing missing, conflicting, or technically impractical requirements.
• Maintain accurate records for serial numbers, IMEI, ICCID, asset tags, enrollment status, configuration status, test results, and exceptions.
• Perform quality control before devices are released for shipment.
• Identify recurring failures, rework, or manual steps and recommend improvements to SOPs and workflows.
• Adapt quickly as customer requirements, device models, software versions, and priorities change.

• Hands on configuration and staging of smartphones, tablets, laptops, and related endpoint equipment.
• Mobile device enrollment and provisioning through MDM/UEM platforms such as Microsoft Intune, Workspace ONE, SOTI, MaaS
  360, Ivanti, Scalefusion, Jamf, Samsung Knox, or comparable platforms.
• Windows laptop imaging, provisioning, application installation, endpoint setup, and validation. Autopilot or comparable modern provisioning experience is valuable.
• iOS and Android setup, enrollment, application deployment, restrictions, kiosk or dedicated device configuration, and troubleshooting.
• SIM insertion and basic cellular activation and connectivity validation.
• Basic Wi Fi, Bluetooth, TCP/IP, VPN, and cellular troubleshooting.
• Router configuration and troubleshooting when applicable. Experience with Cradlepoint, Peplink, Teltonika, InHand, Sierra Wireless, or similar products is a plus.
• Tier 1 and Tier 2 support for endpoint hardware, software, MDM, applications, connectivity, and deployment issues.
• Ticket documentation, escalation, knowledge base updates, and adherence to service levels.
• Device QA, burn in or functional testing where required, asset capture, labeling, kitting, and deployment readiness checks.
• Collaboration with Managed Services, Operations, Warehouse, Account Management, Solutions, carriers, OEMs,…