Mobile Device Support Specialist

Mobile Device Support Specialist

Role Purpose  

This presents an exciting opportunity for an experienced Mobile Device Support Specialist. The Mobile Device Support Role is responsible for providing comprehensive technical support and asset management for mobile devices (Phones, WIFI Dongles, Tablets) used across the organisation. The role includes handling device issues, managing systems such as Workspace One (WS1), supporting SIM management processes, ensuring seamless upgrades, and helping internal teams with troubleshooting and inventory management. 

Key Responsibilities 

• Manage daily operations, ensuring incidents are managed within the agreed SLA’s 

• Mobile Device  

  • Answer calls related to general phone software issues, SIM replacement, WS1 issues, and troubleshooting accounts using Active Directory 

  • Provide clear, effective solutions to mobile device software issues and user inquiries. 

  • Oversee procurement and testing of new mobile devices (Phones, WIFI Dongles, Tablets) as per requests from various business units within the company 

  • Track and manage the stock, replacement, and request processes for mobile devices 

  • Troubleshoot and arrange repairs for physical issues with mobile devices, including screen repairs, screen protector installation, and charger issues 

  • Carry out required testing pre and post upgrade of any mobile dependent systems (e.g WS1) 

  • Work with the various teams to ensure smooth onboarding or change of devices within critical business area’s 

• SIM Management: 

  • Provide new/replacement voice and data SIM cards for new staff, replacements, and manage inventory and numbers through the billing systems 

  • Oversee SIM management to ensure number retention were required 

• Adhere to the defined processes, ensuring accounts and assets are updated and tracked for leavers, lost assets etc. 

Skills Required 

• Relevant Mobile experience in Mobile Device Management (MDM), and Unified Endpoint Management (UEM) 

• Strong technical knowledge of IOS and Android device management 

• Proficiency in Microsoft O365 applications 

• Experience in service operations, IT tools (Active Directory) & incident management 

• Excellent communication skills, both written and verbal 

• Ability to troubleshoot technical issues efficiently while maintaining high levels of customer service 

• Strong organisational skills and the ability to manage multiple tasks concurrently 

• Knowledge of data protection regulations and practices 

Terms of Appointment: 

• On-call or extended hours liability may be a requirement of this role