Jobs for People with MS: National MS Society

Description:

This position will focus more in the mobility support(iPads, iPhones, Androids) functions instead of the computers. Specifically focusing on mobile device refreshes and Intune migration.

• Level 2 Mobility Technician is responsible for diagnosing and resolving software and hardware incidents, tasks, and requests escalated through service management software, including but not limited to operating systems (iOS), and mobile devices, and a range of software applications with at least 4-7 years experience.

• Assume primary responsibility for clients mobile device support providing service over the phone, through e-mail, chat, in person, or via remote control.

• Take ownership of issues carrying out problem analysis to implement temporary or permanent fixes with the aim or restoring service to the customer as soon as possible; escalating incidents or problems to other support teams when necessary.

• Accurately record, update and document support activities using service management software.

• Responsible to ensure completion of all assigned work and proper communications with clients meeting service level agreements, customer satisfaction, and service demands.

• 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.

• Work with the Level 1 Service Desk, other Technicians, Hardware, and Engineering to understand support needs.

• Provide expertise on support services or on-call level-2 support when requested.

• Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and hardware and software procurement and usage guidelines.

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 an Mobile Device Management Platform (MobileIron/Intune)

• Strong troubleshooting ability

• Customer Service / Customer Focus

• Strong Verbal and written communication skills

What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?

• 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) example: Tangoe, MDSL, Asignet Experience with MobileIron/Ivanti/Intune

• Experience Apple Device Enrollment Program or Apple Business Manager

Work Schedule

• Monday – Friday 8 hours per day, 8-5 CST (hour lunch)

• Depending on volume of work, may have limited overtime (less than 2 hours per week)

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.