Mobile Tech Specialist
Location
New York
Business Area
Engineering and CTO
Ref #
10048938
Description & Requirements
The Employee Technology Support (ETS) team is seeking a Mobile Specialist to deliver high quality 2nd line support across Windows and macOS laptops/desktops, smartphones, tablets and mobile platforms. You will partner closely with Service Specialists, Service Desk, Desktop Technicians, and Product teams as the primary escalation point for all internal mobile and endpoint related incidents and requests.
Mission
To deliver excellent employee-centered technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement.
What you'll do:
- Provide 1st and 2nd line support to global employees for mobile and endpoint-related service requests and incidents
- Act as an escalation point for complex mobile, MDM, and endpoint issues
- Support and troubleshoot Mobile Device Management (MDM) platforms (e.g., Intune, AirWatch, JAMF)
- Support Windows and macOS laptops/desktops, smartphones, tablets, and related accessories
- Manage the full smartphone lifecycle, including provisioning, activation, troubleshooting, and decommissioning across multiple mobile carriers
- Partner with telecom and carrier providers to resolve SIM, eSIM, connectivity, and billing-related issues
- Deliver support that prioritizes employee productivity and experience
- Follow globally defined ETS workflows for incidents, requests, problems, and changes to ensure consistent service delivery
- Ensure tickets meet ETS quality standards, including accurate categorization, clear documentation, and well-defined resolutions
- Operate with awareness of service metrics, including SLA adherence, CSAT, and First Time Fix, and drive high-quality outcomes
- Use dashboards and internal tools to prioritize and manage workload effectively
- Actively participate in team huddles, training sessions, and feedback forums to improve service delivery and team capability
- Identify opportunities for automation, standardization, and efficiency within mobile and endpoint services
- Contribute to and maintain the knowledge base, identifying gaps and partnering with Knowledge Management
- Participate in and deliver mobile and endpoint-related projects, pilots, and rollouts
- Effectively utilize systems and tools including Azure, Intune, AMB, JAMF, iVerify, AirWatch, AD and related platforms.
- Partner with L1, Continuous Improvement, and Product teams to drive service and process improvements
You'll need to have:
- Passion for technology and enhancing the employee experience
- Strong problem solving, troubleshooting and time management skills
- Strong working knowledge of Windows and macOS operating systems
- Hands on experience supporting smartphones (iOS / Android) and mobile peripherals
- Ability to work in a fast-paced global environment, whilst managing escalations
- Solid understanding of MDM concepts, policies, compliance, security and device lifecycle management
- Knowledge of mobile carriers, activation processes, device subsidies, number porting and connectivity troubleshooting
- Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business
- Clear and effective communication skills with all levels of stakeholders
- Root cause analysis mindset – “Chase the why”
We’d Love to See:
- CompTIA A+
- ITIL v4 Foundation
- Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience
- Familiarity with Python, PowerShell, or other scripting languages
Salary Range = 75000 - 95000 USD Annually + Benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.
We offer one of the most comprehensive and generous benefits plans available and offer a range of total rewards that may include merit increases, incentive compensation (exempt roles only), paid holidays, paid time off, medical, dental, vision, short and long term disability benefits, 401(k) +match, life insurance, and various wellness programs, among others. The Company does not provide benefits directly to contingent workers/contractors and interns.
We offer one of the most comprehensive and generous benefits plans available and offer a range of total rewards that may include merit increases, incentive compensation (exempt roles only), paid holidays, paid time off, medical, dental, vision, short and long term disability benefits, 401(k) +match, life insurance, and various wellness programs, among others. The Company does not provide benefits directly to contingent workers/contractors and interns.
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