Overview

This position will be focused on mobile device management, end-user support, inventory control, troubleshooting, and usage and billing analysis. This Analyst will also be responsible for wide distribution of mobile applications as well as establishment of ongoing upkeep of technical documentation as needed to support the MDM environment and associated polices and procedures.

Key Responsibilities:

• Perform MDM (Airwatch) console configuration as required to support mobile devices
• Responsible for monitoring and resolving Service Desk escalated incidents and problem tickets for Airwatch and mobile issues
• Serve as a point of contact for all new mobile phone and tablet setups, transfers, replacements and decommissions
• Manage ServiceNow workflow to fulfill end user requests and incidents while maintaining service level agreements
• Manage procurement of mobile devices and accessories for employees
• Manage mobile devices through a mobile management system (Airwatch), which enrolls, enforces compliance, and manages applications required for employees.
• Analyze and resolve a wide range of technical and business issues in support of all mobile/wireless telecommunications
• Work with U.S. and Canadian wireless carriers to troubleshoot and resolve cellular issues
• Monthly reconciliation of services for international travel, zero usage, and users with high data overages
• Create and maintain reports and analysis for monthly mobile usage and utilization
• Create knowledge-based documentation for internal use and for end-user reference
• Work with vendors for advanced technical support, ordering equipment and managing wireless service updates and changes
• Optimize environment from monthly service bills
• Contact branches and users to locate devices offline, reassign devices to new hires and for new orders.
• Interact with management, technical leads, and business users to understand the business and technical requirements regarding assigned work tasks or projects
• Provides operational support for mobile device management (AirWatch), mobile device security, and application management
• Provide support for Mobility and Network teams as new functions/processes are designed, written, and implemented

Qualifications:

• 3-5 years of experience working with mobile devices, mobile device management systems and wireless communications
• Experience working with Workspace One (Airwatch) or similar MDM
• Experience working with Apple DEP and integration with IOS devices
• Excellent written and oral communications skills with demonstrated commitment to producing high quality documentation
• Ability to work well with others across many organizations including development, sales, marketing, finance, customer support, and field service
• Professional demeanor and strong work ethic
• Must be able to work in a team atmosphere
• Must have a customer service focused attitude
• Strong Microsoft Office skills (i.e. Excel, PowerPoint, Word)