Staffmark
Technical Support Specialist
Staffmark, Plano, Texas, us, 75086
Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.
Technical Support Specialist
Top Three Sets Required:
1. Knox Knowledge
2. MDM/EMM Experience
3. Troubleshooting technical issues in a B2B environment
Position Description
Responsible for independently providing B2B technical support services to our enterprise customers. Provide issue management, status updates, and resolution to the customer. Provide escalation support for Knox Manage MDM and other mobility products. Follow through on customer commitments with the utmost professionalism, courtesy, and a clear sense of accountability. Collaborate with customers, internal resources, and HQ to ensure delivery of corrective actions/root cause analysis.
Responsibilities:
Responsible for providing technical support and troubleshooting on mobile products.Primary interface between customers, and internal, and third-party escalation teams.Investigate issues that involve the Knox Manage MDM, IT Networks, Mail Systems, and other 3rd party products.Review data, logs, and testing results to help identify root cause.Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs.Provide troubleshooting over the phone, via web conferencing, or ticketing system.Log and track all issues in the ticketing system.Engage and escalate to other advanced technical support teams when necessary.Requirements:
Associate Technical degree preferred.One year of technical support experience is required.Prior experience in a telecommunications environment, with a specific focus on mobile device services and support (smartphones and tablets), is preferred.Necessary Skills / Attributes
Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune).Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC).Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN).Understanding of emerging technologies, standards, and best practices for mobile development.Thorough knowledge and experience in different mobile development platforms including (BB, iOS, Android, et al ).Strong analytical, problem-solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues .Understanding of basic mobile email message flow.Must be comfortable working in stressful situations and navigating the organization effectively.Strong written, verbal, and written communication skills.
Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more!
Click "Apply Now" to connect with a recruiter!
After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.
Technical Support Specialist
Top Three Sets Required:
1. Knox Knowledge
2. MDM/EMM Experience
3. Troubleshooting technical issues in a B2B environment
Position Description
Responsible for independently providing B2B technical support services to our enterprise customers. Provide issue management, status updates, and resolution to the customer. Provide escalation support for Knox Manage MDM and other mobility products. Follow through on customer commitments with the utmost professionalism, courtesy, and a clear sense of accountability. Collaborate with customers, internal resources, and HQ to ensure delivery of corrective actions/root cause analysis.
Responsibilities:
Responsible for providing technical support and troubleshooting on mobile products.Primary interface between customers, and internal, and third-party escalation teams.Investigate issues that involve the Knox Manage MDM, IT Networks, Mail Systems, and other 3rd party products.Review data, logs, and testing results to help identify root cause.Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs.Provide troubleshooting over the phone, via web conferencing, or ticketing system.Log and track all issues in the ticketing system.Engage and escalate to other advanced technical support teams when necessary.Requirements:
Associate Technical degree preferred.One year of technical support experience is required.Prior experience in a telecommunications environment, with a specific focus on mobile device services and support (smartphones and tablets), is preferred.Necessary Skills / Attributes
Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune).Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC).Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN).Understanding of emerging technologies, standards, and best practices for mobile development.Thorough knowledge and experience in different mobile development platforms including (BB, iOS, Android, et al ).Strong analytical, problem-solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues .Understanding of basic mobile email message flow.Must be comfortable working in stressful situations and navigating the organization effectively.Strong written, verbal, and written communication skills.
Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more!
Click "Apply Now" to connect with a recruiter!
After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.