Mobile Device Support Specialist

2 days ago

Plano, Texas, United States Innova Solutions Full time
Job Title: Mobile Device Support Engineer

A leading technology solutions provider, Innova Solutions, is seeking a skilled Mobile Device Support Engineer to join their team.

Job Summary:

The successful candidate will be responsible for providing top-notch support for GETAC Toughbook and Panasonic Toughbook devices, ensuring seamless operation and resolving technical issues efficiently.

Key Responsibilities:
  • Provide remote support for GETAC/Panasonic Toughbooks and other business users, troubleshooting hardware, software, and connectivity problems.
  • Configure SIM cards for Toughbook devices and activate them as needed.
  • Download and install drivers from Getac's website on Toughbook devices.
  • Maintain detailed records and update knowledge base articles to ensure accurate documentation.
  • Communicate effectively with users, providing clear instructions and support to resolve issues.
  • Work independently, prioritizing tasks to meet support service level agreements (SLAs).
  • Participate in major incident management processes and contribute to the development of knowledge base articles.
  • Familiarity with ServiceNow ITSM tool and basic knowledge of asset tracking and updates.
  • Ability to mitigate vulnerabilities and patch devices.
Requirements:
  • Minimum 4-6 years of experience in supporting GETAC Toughbook/Rugged Case Laptops, preferably in a mobile technology environment.
  • Strong experience in remotely supporting GETAC/Panasonic Toughbooks and troubleshooting issues efficiently.
  • Excellent technical troubleshooting skills for Toughbooks hardware, software, and connectivity problems.
  • Knowledge of mobile network technologies and ability to diagnose and resolve network-related issues.
  • Strong documentation and organizational skills to maintain detailed records and update knowledge base articles.
  • Effective communication skills to provide clear instructions and support to Toughbooks users.
  • Ability to work independently and prioritize tasks to meet support service level agreements (SLAs).
  • A proactive and customer-focused attitude, striving to deliver exceptional support and user experience.
About Innova Solutions:

Innova Solutions is a global technology solutions provider, employing approximately 50,000 professionals worldwide. We deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

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