Endpoint Mobile Support Technician

The Endpoint Mobile Support Technician II maintains mobile phones, tablets, and other technologies within the organization. Their duties include working with different IT Technicians to deploy hardware, troubleshoot mobile device issues, and respond to IT questions from other associates.

• What We're Looking ForWork directly with end users and the IT service desk to provide tier 2 support for Android and Apple operating systems and the troubleshooting of mobile devices.
• Install and resolve technical issues with user phones, tablets, and mobile hotspots; maintain working components through repair or replacement.
• Assisting customers and staff with hardware and software challenges.
• Maintain records of tickets and daily data communication transactions and escalate issues to appropriate support member/team when necessary.
• Provides set up of equipment for employee use, operating systems, or appropriate software.
• Some travel by car and/or air with local, regional, and/or national travel, up to 5%.
• Providing support to Department Approvers of mobile devices.
• Maintaining Mobile Text Message Archiving for both corporate-owned and personal devices.
• Provide after-hours support as needed for critical systems.
• What You'll BringKnowledge of Apple iOS and Android.
• Understanding of Mobile Device Management platforms and related technology.
• Strong Problem-solving and critical-thinking skills.
• Ability to listen and understand basic system issues and work towards a solution.
• Ability to effectively communicate and provide white glove service with all levels of associates.
• Ability to understand key objectives and prioritize tasks.
• Must be available to work outside of regular business hours as needed.
• Knowledge of Telecom Expense Management systems and reporting is preferred.
• Understanding of mobile carriers and networks is preferred.
• Education & ExperienceMinimum Required: High School Diploma or equivalent work experience.
• Minimum Required: 2+ years of technical experience.
• Licenses & CredentialsMinimum Required: None.
• Systems & TechnologyProficient in Microsoft Excel, Word, PowerPoint, Outlook, and SharePoint.
• Proficient in Windows and Mac operating systems.
• Knowledge of Apple Business Manager and Samsung Knox.
• Experience with Active Directory and Office 365 as they relate to mobile technology.