Mobile Device Support Specialist
2 weeks ago
We are seeking a highly skilled Mobile Device Support Specialist to join our team at Diverse Lynx LLC. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients using GETAC Toughbook/Rugged Case Laptops.
Key Responsibilities- Provide remote technical support to clients using GETAC Toughbook devices, troubleshooting hardware, software, and connectivity issues.
- Configure SIM cards for Toughbook devices and assist with SIM card activation processes.
- Download and remotely install drivers from Getac's website on Toughbook devices.
- Diagnose and resolve network-related issues using mobile network technologies.
- Maintain detailed records and update knowledge base articles to ensure accurate documentation.
- Communicate effectively with clients to provide clear instructions and support.
- Work independently to prioritize tasks and 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.
- Participate in hardware and OS refresh activities.
- 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/Client Toughbooks and other business users.
- 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).
- Proactive and customer-focused attitude, striving to deliver exceptional support and user experience.
- Familiarity with Incident management, Change management, Problem management, Service Request.
- Familiarity with ServiceNow ITSM tool.
- Basic knowledge on Asset tracking and updates.
- Good knowledge on mitigating vulnerabilities and patching device.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. We promote and support a diverse workforce across all levels in the company.
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