MMS Technology Engineer

Mobile Device Management Engineer – Workspace ONE

100% Remote 4-5 Month Contract Hourly Pay Rate: $28/hr range. W2 Federal Customer Requirement: US Citizenship and background check

System One IT is staffing a 4-5 month remote contract opening for a Mobile Device Management (MDM) / Workspace ONE Engineer role to support enterprise mobility environments. The position combines MDM administration, endpoint engineering, troubleshooting, customer support, and documentation. Responsible for supporting multiple customers with their MDM environment, including, but not limited to, managing the administration console, application management, server maintenance and installation, and technical documentation write-ups.

The qualified candidate will also be required to troubleshoot network and connectivity issues, along with server-related issues. Participating in an On-Call Schedule will be required as well. Ability to be able to work in a team atmosphere, as well as with Helpdesk, Exchange, and Security teams within the customer's infrastructure. The qualified candidate responds quickly to critical issues and works as long as necessary until a resolution is reached.

The qualified candidate needs to exhibit patience and professionalism at all times as they will be a representative to the customer. Performs activities such as application pushes, app inventory maintenance, and diagnostic research on a per-device level. Incident and Problem Management:
Follow established incident and problem management programs and related Standard Operating Procedures (SOP) to document all service requests, resolve user issues, correct the root cause of incidents, and minimize any adverse impact to customers. The objective for incident management is to restore normal service operations as quickly as possible with minimum disruption to the organization. In addition, the objective for problem management is to minimize the adverse effect of incidents and problems caused by network architecture limitations and deficiencies.

Provide incident and problem management based on the fundamental processes found in the ITIL® and ITSM® frameworks and established policies and procedures. Work directly with end-users and IT staff to ensure problems are resolved in the expected timeframe. In addition, provide escalation support to the Service Desk following established help desk standard operating procedures, in addition to being able to possess the following skills:

• Advanced knowledge of how to manage a Workspace ONE environment, including device enrollment, certificate management, setup of policies & configurations, server updates, feature updates, and bug fixes.
• Be able to use tools such as logs and monitoring to troubleshoot issues.
• Develop and follow application testing plans
• Ability to write professional documentation and training material.
• Expert knowledge of setup and configuration of applications within a Workspace ONE environment.
• The ability to work within a team atmosphere.
• Self-motivated to learn multiple MDMs to support the entire team.
• The ability to diagnose and troubleshoot connectivity and network-related issues
• Follow Change Management procedures as set forth by ITIL standards
• Experience with using the iOS platform, including DEP and VPP.
• Experience working in Apple Business Portal (ABM)
• Basic knowledge of how mail platforms such as Exchange and Office 365 work.
• Monitor service delivery and service support to ensure timely IT support services to the user community.
• Support all technology within the MMS division.
• Provide innovations in technology to help grow and advance our customers.

Bachelor's degree, related technical training (or equivalent experience) plus at least two years of directly related experience. At least 3 years of Workspace ONE experience. At least 3 years of document writing.

At least 2 of any MDM Certifications

• Customer-focused mentality with excellent verbal, written, and interpersonal communication skills
• Demonstrates ability to work under pressure
• Excellent problem-solving skills
• Capable of working…