cyberThink
Mobile Device Management (MDM) Specialist - Hybrid
cyberThink, Plano, Texas, us, 75086
Job Description:As a Mobile Device Management (MDM) Specialist, you will be rresponsible for independently providing 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.
Required Skills, Experiences, Education and Competencies:
Responsible for providing technical support and troubleshooting on mobile products.Primary interface between customers, 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 Client ticketing system.Engage and escalate to other advanced technical support teams when necessary.
RequirementsHigh School diploma. Associate Technical degree preferred. One year of technical support experience is required. Prior experience in a telecommunications environment, with 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.
Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Consistently demonstrate a commitment to policies and procedures, including but not limited to, attendance, con
The hourly range for roles of this nature are $18.00 to $25.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
Required Skills, Experiences, Education and Competencies:
Responsible for providing technical support and troubleshooting on mobile products.Primary interface between customers, 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 Client ticketing system.Engage and escalate to other advanced technical support teams when necessary.
RequirementsHigh School diploma. Associate Technical degree preferred. One year of technical support experience is required. Prior experience in a telecommunications environment, with 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.
Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Consistently demonstrate a commitment to policies and procedures, including but not limited to, attendance, con
The hourly range for roles of this nature are $18.00 to $25.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.