IT Technical Support

About the role

We are seeking a dedicated professional to provide comprehensive technical support for IT and mobile products, specializing in the Company’s product suite. The role involves diagnosing and resolving complex technical issues, delivering multi‑channel support, and maintaining end‑to‑end ownership of all assigned cases.

Responsibilities

• Provide comprehensive technical support for IT and mobile products, including Android Enterprise, Company’s Asset Intelligence, Company’s Authentication Manager, and other suite components.
• Support hardware for Windows PCs and Chromebooks.
• Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results.
• Deliver multi‑channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems.
• Maintain end‑to‑end ownership of all assigned cases, ensuring seamless resolution from initial contact to closure.
• Document all customer interactions and technical issues within the Knox Technical Support console.
• Drive operational efficiency by striving for first‑call resolution (FCR) and timely follow‑ups on pending inquiries.
• Manage customer experiences with professional composure, especially when handling dissatisfied clients.
• Act as primary communication link, informing customers about bug fixes, feature enhancements, and product updates.
• Serve as the primary interface between enterprise customers and internal technical teams.
• Execute escalation protocols by routing complex problems to Level 3 (L3) advanced support teams per defined procedures.
• Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to internal stakeholders.

Qualifications

• High School diploma (Associate Technical degree preferred).
• Minimum 2 years of technical support experience.
• Prior experience in a telecommunications environment, focusing on mobile device services and support (smartphones and tablets) is preferred.

Skills

• Knowledge of MDM/EMM solutions such as Manage, SOTI, BlackBerry, AirWatch, MobileIron, MaaS360, or Microsoft Intune.
• Understanding of mail platforms, server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
• Familiarity with mobile platforms, device manufacturers, mobile browsers, and device management.
• Basic enterprise server administration (Windows/AD/LDAP/DNS/DC).
• Basic network functions, standards, and protocols (TCP/IP, Wi‑Fi, VPN, LAN, WAN).
• Awareness of emerging technologies, standards, and best practices for mobile development.
• Experience with mobile development platforms including BlackBerry, iOS, Android, etc.
• Strong analytical, problem‑solving, and technical skills with high attention to detail.
• Ability to troubleshoot customer issues and drive timely resolution.
• Understanding of basic mobile email message flow.
• Comfortable working in stressful situations and navigating the organization effectively.
• Excellent written and verbal communication skills.

Pay

Payrate: $28.00 – $28.02 per hour.

Typical base pay across the U.S. is $28.00 – $28.02/hr. This non‑exempt position is eligible for overtime at 1.5 × the base hourly rate for hours worked in excess of 40 per work week, or as required by state or local law. Final offer amounts are determined by relevant skills, education, and experience.

Benefits

• Medical, dental, and vision coverage (options available).
• Health Savings Account (HSA) with qualified medical plan enrollment.
• 10 paid days off plus 3 days paid bereavement leave.
• 401(k) plan participation with employer match.
• Life and disability insurance.
• Commuter benefits.
• Dependent care Flexible Spending Account.
• Accident, critical illness, and hospital indemnity insurance.
• Accommodations and reimbursement for work travel.
• Discretionary performance or recognition bonus.
• Sick leave and mobile phone reimbursement as required by state or local law.