Mobile Device Staging and Support Technician

Lowry Solutions•Brighton, MI

17h•Onsite

About The Position

The primary role of the Mobile Device Staging & Support Technician is to provision Mobile, Print, and IoT devices using best practices provided by Lowry Engineering and select MDM vendors. This role will also assist in 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
Outstanding customer service

Nice To Haves

Knowledge of Mobile Device Management (MDM) platforms such as: SOTI MobiControl, Workspace One (AirWatch), Microsoft Intune, and 42Gears
Android, Zebra, or Honeywell certification(s)
SOTI, AirWatch, Intune, 42Gears MDM certification(s)
Experience in troubleshooting problems and handling critical issues
Experience in creating and managing knowledge base documentation for known problems, workarounds, and resolutions

Responsibilities

Stage and provision the technology we sell according to client specification
Follow documented processes without deviation, escalate any issues to supervision
Monitor and maintain clients’ licenses as part of their lifecycle management
Continuously take initiative to optimize the process and systems for increased efficiency
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
Assist with testing of new software releases and report issues as needed
Perform other tasks as directed