Jobs for People with MS: National MS Society

Description:

We are currently looking to fill the position of Mobile Device Support Analyst in Waukegan, IL. The Mobile Device Support Analyst will be responsible for diagnosing and resolving software and hardware incidents, tasks, and requests escalated through service management software. This includes but is not limited to operating systems (iOS), mobile devices, and a range of software applications, with at least 4-7 years of experience.

The primary responsibility of the role will be to provide mobile device support to clients over the phone, through email, chat, in person, or via remote control. The analyst will need to take ownership of issues, perform problem analysis, and implement temporary or permanent fixes to restore service to the customer as soon as possible. Incidents or problems may need to be escalated to other support teams when necessary. Accurate recording, updating, and documenting of support activities using service management software will be required.

The ideal candidate will be responsible for ensuring the completion of all assigned work and proper communication with clients to meet service level agreements, customer satisfaction, and service demands. Additionally, the candidate will be required to search and utilize knowledge, create, modify, and publish support documentation to ensure accurate knowledge and promote Level 1 first call resolution or user self-service where possible. Collaboration with the Level 1 Service Desk, other Technicians, Senior Technicians, Hardware, and Engineering to understand support needs will also be necessary. Level-2 support expertise may be required, and adherence to corporate standards, including code of conduct, safety, GxP compliance, data security, and hardware and software procurement and usage guidelines, is essential.

Requirements:

• 4 to 7 years of equivalent experience

• Level 2 Mobility Support Experience supporting iPads, iPhones, Androids

• Experience working with Carriers (AT&T and Verizon)

• Experience working with corporate managed devices and a Mobile Device Management Platform (MobileIron/Intune)

• Strong troubleshooting ability

• Customer Service/Customer Focus

• Strong verbal and written communication skills

• 2-5 years of experience in a corporate environment

• Experience supporting remote-based or field sales users

• Experience with ServiceNow ticketing System

• Experience with a TEM (Telecom Expense Management Platform) e.g., Tangoe, MDSL, Asignet, MobileIron/Ivanti/Intune

• Experience Apple Device Enrollment Program or Apple Business Manager

Skills:

Desktop, Apple, Android, Ipad, Mobility Technician, Intune, Apple Business Manager, MDM

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.