Desktop Support Emerging Technologies

DESCRIPTION:
Senior technical support role serving as an escalation resource to resolve complex Mobile Device Management (MDM) troubles.

RESPONSIBILITIES:

- Works directly with business customers to resolve troubles or perform complex administration/configuration on MDM platforms.
- Must develop depth and breadth of knowledge on multiple MDM platforms.
- Must become organization's Subject Matter Expert (SME) on at least one platform while developing/maintaining sufficient expertise to support all MDM platforms in the mobility managed services portfolio.
- Leveraging internal or vendor provided lab resources test and evaluate new releases before delivered to production.
- Maintain and regularly update a knowledgebase for Service Desk and other support personnel on FAQ's, administration best practices, common troubleshooting scenarios, etc.
- Deliver technical training to internal teams on new features, best practices, and lessons learned.
- Participate on cross functional teams to support service development activities

SKILLS:

QUALIFICATIONS:

- BS in Computer Science, Engineering, or related technical field
- Over 5 years experience with Mobility, IP Services, or application/software in a design or technical support role
- Strong working knowledge of LAN infrastructure, TCP/IP, and Mobile Devices (iOS, Android, Windows Phone)
- Proven troubleshooting experience with IP Networking, Firewall, HTTPS, Load Balancers, DNS, ActiveSync, Email, SMTP, LDAP, Active Directory
- Excellent communicator who can effectively manage customer expectations
- Demonstrated ability to quickly learn and master new technologies
- Hands-on experience with MobileIron or AirWatch strongly preferred
- Desired Certifications: MCTS/MCSA (Windows Server), MCTS (Exchange), MCSE ( Messaging)
- Blackberry Exchange Server - BES
- Communication Skills - both oral and written
- Desktop configuration
- Exchange Active Sync -EAS
- High school diploma
- Microsoft certification
- Microsoft Operating System
- Mobile device management
- Operating system installations
- Professional demeanor and appearance
- Self-starter, Teamwork
- Tier 2-3 technical support of Windows devices and software
- Tier II support of hardware - software installs
- Troubleshooting with Microsoft System Center Configuration Manager - SCCM