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Mobility Technician

Company: Fahrenheit IT
Location: Waukegan
Posted on: January 16, 2020

Job Description:

Description: Level2 Mobility Technician 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 iOS and Android Mobile devices, Cellular Service Providers, Mobility Device Management device configuration, Telecom Expense Management, and mobile apps including O365. Assume primary responsibility for clients Mobile support providing service primarily over the phone, through e-mail, or via chat. 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, and Mobility 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. COMPETENCIES: Skills and experience supporting mobile technology in a business environment, including exposure to Service Desk support, Mobile Device Management applications, and Cellular Service Providers. Possess fundamental understanding of iOS and Android operating system as well as working knowledge of software packages including Microsoft Office, Outlook, and Virtual/Cloud environments. Ability to demonstrate practical troubleshooting and problem analysis. Ability to perform tasks competently and independently generating reliable and consistent results. Must be able to follow processes and procedures; document resolutions; and proficiently utilize Knowledge Management tools. Ability to ascertain criticality of incoming requests, plan and prioritize workload without supervision, and perform under pressure to meet SLAs. Ability to communicate effectively with technical and non-technical colleagues and clients at all levels in the organization in a professional manner, face to face, on the phone, and in writing. Possess exceptional customer service and organizational skills. Willing to learn and understand new technologies as required to meet the changing needs of our business. QUALIFICATIONS: At least three but typically four or more years of experience providing technical support for mobile devices. Associates Degree in Computer Science or related discipline Preferred Experience with Mobile Iron or another Mobile Device Management application preferred. Excellent customer service, interpersonal, organizational and communication skills; Ability to work in a fast paced changing environment.

Keywords: Fahrenheit IT, Waukegan , Mobility Technician, Professions , Waukegan, Illinois

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