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Job Details

ID #43484054
State New Jersey
City Englewood
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source K-Tek Resourcing LLC
Showed 2022-06-22
Date 2022-06-20
Deadline 2022-08-19
Category Customer service
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MDM Administrator

New Jersey, Englewood, 07631 Englewood USA

Vacancy expired!

  • Continually monitor software provider’s knowledge base articles for fixes, upgrades and releases
  • Recommend implementation of fixes, upgrades and releases
  • Review and approve implementation of fixes, upgrades and releases
  • Review current Customer applications/services and provide solution recommendations to business requirements (e.g. publishing applications like Sales force, . under recommended apps using MDM only)
  • Provide End-User or technical staff orientation as needed when installing MDM client
  • Work with other support group (e.g. Data Center) to facilitate and troubleshoot issues as it relates to mobility within the Customer ecosystem
  • Define security policies/posture and standards that all mobile devices shall adhere to
  • Implement security policies/posture and standards for mobile devices
  • Defining all the users group that shall be covered by the MDM service
  • Define the Role based access control (RBAC) for support groups to facilitate support to end users
  • Implement RBAC
  • Develop, document and maintain in the Procedures Manual Mobility End User Support Services procedures that meet Customer requirements and adhere to Customer policies
  • Review and provide additional procedures as required and approve Mobility End User Services procedures
  • Develop and support end user MDM manuals
  • Provide performance reports according to Customer requirement and SLAs (e.g. Mobility ticket data and trending report)
  • Acting as Single Point of Contact for Customer to coordinate with third party MDM vendor
  • Assist End User in registering their mobile devices with the MDM solution
  • Provide level 1 and level 2 MDM and applications support (e.g. Active/Sync email, publishing applications under recommended apps section)
  • Provide level 1 and level 2 Handheld usage support and troubleshooting (e.g. sending and receiving email, options, user profile, filters, and external email accounts)
  • Provide troubleshooting for provisioning issues for MDM
  • Provide level 1 and level 2 support for MDM troubleshooting and administration
  • Procure and provide licenses/phones to end users (including iPads)

Professional/Technical Competencies:

Mandatory: 5-8 years of hand-on experience in operations\support for MDM infrastructure.
  • Minimum 5 years of hands-on skills on one or more of the following technologies:
    • Airwatch, Intune, MobileIron;
  • Manage Intune hybrid setup integrated with SCCM. Manage Airwatch infrastructure.
  • Experience in Upgrades, Patching, proposing service improvement plan for MDM.
  • Demonstrated knowledge of ITIL principles and processes.
  • Demonstrated knowledge of MDM, MAM domain and best practices.
  • Strong written and verbal communications skills with the demonstrated ability to build effective relationships with peers and communicate at all levels within the organization.
  • Ability to provide Tier 3 support to manage complex and escalated tickets in production environment and extend help to Tier 2 team.
  • Skills to deliver quality service in individual role to deliver service as per agreed SLAs.
  • Ability to communicate (both written & oral) clearly with various internal stakeholders and customer

    • Highly Desirable:
  • Experience on working in a global support environment, experience of ticketing-tools and exposure to ITIL processes in context of service operations is a plus.
  • Should have good understanding the technologies - Airwatch, Intune, Mobile Iron.
  • The incumbent should be open to learn and scale up technical skills (Cross-Skilling).
  • Minimum professional level certification on one or multiple technologies listed above.
  • Experience of providing support to international customers in live environment.
  • Technical certification on technologies would be preferred - MCSA, MCP, MCITP etc.
  • The incumbent should have good understanding/ hand on experience on below:
    • ü Airwatch Solution On premise support, Cloud instanceü Intune MS intune integrated with SCCM (Hybrid), Standaloneü Mobile Iron Experience on Mobile Iron
    • The understanding\conceptual knowledge on below be an advantage:
    ü Messaging Cloud - O365ü Airwatch ü SIEM tool - SNOW (Preferable)

    Vacancy expired!

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