Mobility Technician

Description
This position will focus more in the mobility support(iPads, iPhones, Androids) functions instead of the computers. Specifically focusing on mobile device refreshes and Intune migration.
Level 2 Mobility Technician is responsible for diagnosing and resolving software and hardware incidents, tasks, and requests escalated through service management software, including but not limited to operating systems (iOS), and mobile devices, and a range of software applications with at least 4-7 year's experience. Assume primary responsibility for client's mobile device support providing service over the phone, through e-mail, chat, in person, or via remote control.

Take ownership of issues carrying out problem analysis to implement temporary or permanent fixes with the aim or restoring service to the customer as soon as possible; escalating incidents or problems to other support teams when necessary. Accurately record, update and document support activities using service management software. Responsible to ensure completion of all assigned work and proper communications with clients meeting service level agreements, customer satisfaction, and service demands.

Search and utilize knowledge; create, modify, and publish support documentation to ensure accurate knowledge and promote Level 1 first call resolution or user self-service where possible. Work with the Level 1 Service Desk, other Technicians, Senior Technicians, Hardware, and Engineering to understand support needs. Provide expertise on support services or 'on-call' level-2 support when requested. Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and hardware and software procurement and usage guidelines.
INTAKE CALL NOTES:
Years of experience/education and/or certifications required:
4 to 7 years of equivalent experience
What are the top 3-5 skills requirements should this person have?
Level 2 Mobility Support Experience supporting iPads, iPhones, Androids
2

Experience working with Carriers (AT&T and Verizon)
Experience working with corporate managed devices and an Mobile Device Management Platform (Mobile Iron/Intune)
Strong troubleshooting ability
Customer Service / Customer Focus
Strong Verbal and written communication skills
What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?
2-5 years of experience in a corporate environment
Experience supporting remote based or field sales users

Experience with Service Now ticketing System

Experience with a TEM (Telecom Expense Management Platform) example:
Tangoe, MDSL, Asignet

Experience with Mobile Iron/Ivanti/Intune
Experience Apple Device Enrollment Program or Apple Business Manager
What type of environment is this person working in?
Combination of team and independent
- -User must work on tickets independently and own issues to resolution. Works with and partners with the team of technicians to ensure standardization across processes and User experience.
Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If yes, how many hours, what impact to scheduled working hours?
Monday - Friday 8 hours per day, 8-5 CST (hour lunch)
Depending on volume of work, may have limited overtime (less than 2 hours per week)
Additional Skills & Qualifications
2-5 years of experience in a corporate environment
Experience supporting remote based or field sales users

Experience with Service Now ticketing System

Experience with a TEM (Telecom Expense Management Platform) example:
Tangoe, MDSL, Asignet

Experience with Mobile Iron/Ivanti/Intune
Experience Apple Device Enrollment Program or Apple Business Manager
Job Type & Location
This is a Contract position based out of North Chicago, IL.
Pay and Benefits
The pay range for this position is $20.00 - $25.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the…