Job Description :
Job Title : Mobile Device Support Lead
Location: Washington, DC
Duration: Full Time
Requisition Details: -
Job Description
The Mobile Device Support Lead (MDS Lead) will provide Tier II support and direction for all aspects of mobile device management, support and provisioning of devices.
MDS Lead will be required to work closely with Tier 1 and other support teams, including the Server, Network and Application Support Teams to deliver and support defined systems on the Mobile Device Platform. Must have the ability to communicate in a positive manner and build trustful relationships with employees, customers, and management to create an effective “team” working environment.
Primary responsibilities include, but are not limited to:
Daily supervision/direction to team members to insure all aspects of their roles are followed
Maintain accurate inventory of all assets located at the MDS Walk-in Center and storage room (HQ1 – C Level)
Ensure volume of assets on hand are maintained and replenished in a timely manner
Compile periodic reporting (Daily/Weekly/Monthly) data to ensure SLA compliance
This role is customer focused and encompasses a wide range of duties required to meet specified service level targets and customer requirements covering investigations, implementation, support, maintenance and training of mobile device users.
Required/Desired Skills:
Ability to maintain professionalism at all times.
Experience managing Mobile Devices including iPad''s, iPhone, Androids and device connectivity. Experience in supporting Mobile Platform iOS (iPhone/iPad), Androids.
Experience of using mobile device management tools - ActiveSync, MobileIron.
Knowledge of Android devices, Android Administration and Android Processes. Have a full understanding of setup, configuration, use of and fault diagnostics for all mobile data handsets, Androids and iPhones. Combining with troubleshooting data and wireless connectivity faults. Knowledge and understanding of remote technologies. Knowledge of Computer Networks and connectivity (LAN/WAN/TCP A general understanding of the IT architectures (including Web, Databases and Active Directory Knowledge and experience of installing and troubleshooting a broad range of applications on desktops and laptops including peripherals on Win7/10 workstations. Intermediate working knowledge of MS Office Suite. Ability to propose, discuss and evaluate potential solutions, workarounds and resolutions with customers. Ability to apply logical thinking to resolving complex support requests and system faults. Ability to prioritize activities in line with SLAs and work to agreed deadlines. Ability to build customer confidence of systems through simple explanation and demonstration resolution of incident using remote support. Experience using Service Now or other Incident Management Ticketing System.