Mobile Device Support Technician
About The Position
This position focuses on enterprise mobility support rather than traditional desktop computing, with primary responsibility for iOS and Android devices. The role supports mobile device refresh initiatives and Mobile Device Management (MDM) migrations, including Intune. Responsible for diagnosing and resolving hardware and software issues related to corporate‑managed mobile devices. Provides technical support via phone, email, chat, in person, or remote tools. Takes ownership of issues from initial analysis through resolution, implementing temporary or permanent fixes and escalating when necessary. Accurately documents work in service management tools and ensures all assigned work meets service level agreements, customer satisfaction standards, and service demands. Creates and maintains knowledge documentation to support first‑contact resolution and user self‑service. Collaborates closely with the Service Desk, technicians, hardware teams, and engineering partners. Provides on‑call support when requested and adheres to corporate policies related to data security, compliance, procurement, and acceptable use.
Requirements
- 2–5 years of equivalent IT support experience with a focus on mobility
- Experience supporting enterprise iPads, iPhones, and Android devices
- Experience with corporate‑managed mobile environments
- Experience using MDM platforms such as Intune or MobileIron/Ivanti
- Experience working with mobile carriers (AT&T, Verizon)
- Strong troubleshooting and problem‑solving skills
- Strong verbal and written communication skills
- Customer‑focused approach to support
Nice To Haves
- 2–5 years of experience in a corporate IT environment
- Experience supporting remote or field‑based users
- Experience with ServiceNow or similar ticketing systems
- Experience with Telecom Expense Management platforms (Tangoe, MDSL, Asignet)
- Experience with Apple Business Manager or Apple Device Enrollment Program
- Exposure to Intune migration or mobility transformation projects
Responsibilities
- Diagnosing and resolving hardware and software issues related to corporate‑managed mobile devices
- Providing technical support via phone, email, chat, in person, or remote tools
- Taking ownership of issues from initial analysis through resolution, implementing temporary or permanent fixes and escalating when necessary
- Accurately documenting work in service management tools
- Ensuring all assigned work meets service level agreements, customer satisfaction standards, and service demands
- Creating and maintaining knowledge documentation to support first‑contact resolution and user self‑service
- Collaborating closely with the Service Desk, technicians, hardware teams, and engineering partners
- Providing on‑call support when requested
- Adhering to corporate policies related to data security, compliance, procurement, and acceptable use
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
