Mobile Device Staging and Support Technician

Responsibilities

• Stage and provision the technology we sell according to client specification
• Follow documented processes without deviation, escalate any issues to supervision
• Maintain and update technical documentation (as needed)
• Respond to support requests and cases from end users
• Troubleshoot problems using remote access tools and diagnostic utilities
• Document customer information, problem or issue and actions taken to resolve using Lowry standard Incident Management process
• Access software updates, drivers, knowledgebases, and Frequently Asked Questions (FAQs) to aid in problem resolution
• Configure systems and applications and test fixes to ensure problem resolution
• Affiliate with testing of new software releases and report issues as needed
• Assist with supporting those devices already deployed to customers

Requirements

• Ability to follow documented technical processes with a high level of quality and detail
• Experience in connecting mobile devices to networks and installing software using automated methods
• Technical competency of mobile and desktop operating systems including Android, Windows Mobile, Apple iOS, and Windows 10 /11
• Knowledge of Mobile Device Management (MDM) platforms such as: SOTI MobiControl, Workspace One (AirWatch), Microsoft Intune, and 42Gears is not required but a plus
• Outstanding customer service

Education and / or Experience

• Associates degree or technical trade education in Computer Science, Information Systems or equivalent work experience in a technology or detail/process-oriented role
• Android, Zebra, or Honeywell certification(s) a plus
• SOTI, AirWatch, Intune, 42Gears MDM certification(s) also a plus
• Experience in troubleshooting problems and handling critical issues
• Experience in creating and managing knowledge base documentation for known problems, workarounds, and resolutions

Physical Demands

• Occasionally lift and carry up to 60 pounds
• Regularly sit
• Frequent use of hands to finger, handle, or feel
• Frequent use of hands and arms to talk or hear
• Occasionally stand, walk, and reach with hands and arms
• Specific vision abilities required by this job include close vision, and ability to adjust focus

Work Environment

• Well‑lighted, heated and/or air‑conditioned indoor office/production setting with adequate ventilation
• Indoor office/production setting with occasional exposure to moving mechanical parts, fumes or airborne particles, and risk of electrical shock
• Occasionally exposed to noise level in the work environment that is usually moderate