Mobile Support Engineer

4 weeks ago

Quincy, United States Marchon Partners Full time

About the Role

  • Provide modern smartphone and tablet technology for health and human services workers across the state.
  • Place orders for mobile devices, accessories, and services as needed the Executive Office of Health and Human Services and child agencies.
  • Enforce mobile device policies and procedures for device procurement.
  • Place and mobile device orders with cellular vendors.
  • Manage service vendor(s) to ensure quality and provide feedback on ways the vendor(s) can improve services.
  • Provide support for new and ongoing Mobility related projects.
  • Provide support for mobile device migration efforts.
  • Respond to requests from internal and authorized external business units in a timely manner for Tier II support: telephone and e-mail problem diagnosis and resolution for mobile device/procurement issues.
  • Cooperate with consultants for installations, deployments, and troubleshooting of new releases as needed.
  • Create and Maintain technical and instructional documentation to be consumed at all levels of the enterprise.
  • Participate in team meetings and provide routine status updates.
  • Evaluate current and next-generation mobile hardware, software, and services; recommend purchases.
  • Inventory and track end of life, damaged and offboarded mobile devices.
  • Collaborate with agency mobile representatives on the return of mobile devices.
  • Reset devices to a factory state (working with manufactures if necessary), ensuring that all Commonwealth data has been deleted.
  • Work with vendors to responsibly recycle collected devices.

Required Skills

  • At least 1 year of hands-on experience in IT Asset Management, IT Customer Support, IT Service Delivery, IT Business Analysis, or other IT related fields. Experience working in state government is preferred but not necessary.
  • Basic knowledge of Mobile Device Management (MDM), Enterprise Mobility Management (EMM), tools such as Workspace One (AirWatch), Telecommunication MDM, Apple Business Manager, and Microsoft Intune is a plus.
  • Knowledgeable with both iOS and Android devices.
  • Working knowledge of cellular carrier ordering portals.
  • Working knowledge of mobile device service, plans and features
  • Strong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and quality.
  • Willingness to grow and learn with a new IT team in a cutting-edge technology discipline
  • Strong organizational and customer service skills with attention to detail.
  • Excellent written and verbal communication skills; interpersonal and collaborative skills; with the ability to effectively relate and communicate at all levels, including explaining technical matters in business terms.
  • Ability to plan and prioritize workload to meet implementation schedules and minimize schedule conflicts.

Qualifications

  • Equivalent combination of education and work experience desirable.
  • Mobility Platform Certifications (Workspace One (AirWatch), Intune, MobileIron, etc.) optional but preferred

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