Mobility Technician

TEKsystems•North Chicago, IL

3d•$20 - $25•Onsite

About The Position

This role supports global rollouts of Windows 11 and Intune across the organization. The position is primarily focused on mobility support (iPads, iPhones, and Android devices) rather than traditional desktop support, with a strong emphasis on mobile device refresh initiatives and Intune migration activities. The Level 2 Mobility Technician is responsible for diagnosing and resolving both software and hardware issues that are escalated through service management tools. This includes supporting mobile operating systems (iOS, Android), mobile devices, and various applications. The technician will serve as a primary point of contact for mobile device support, assisting users via phone, email, chat, in-person interactions, or remote sessions.

Requirements

Level 2 mobility support experience with iPads, iPhones, and Android devices
Experience working with mobile carriers (e.g., AT&T, Verizon)
Experience supporting corporate-managed devices using a mobile device management (MDM) platform (such as Intune, MobileIron, or similar)
Strong troubleshooting and problem-solving skills
Customer-focused mindset with excellent service orientation
Strong verbal and written communication skills

Nice To Haves

Experience in a corporate IT environment
Experience supporting remote or field-based users
Familiarity with ServiceNow or similar ticketing systems
Exposure to telecom expense management (TEM) tools (e.g., Tangoe, MDSL, Asignet)
Experience with mobile device platforms such as Intune, MobileIron, or Ivanti
Familiarity with Apple Device Enrollment Program (DEP) or Apple Business Manager

Responsibilities

Taking ownership of assigned incidents from start to resolution
Performing root cause analysis and implementing both short-term fixes and long-term solutions
Escalating complex issues to other teams when appropriate
Accurately documenting all work within service management systems
Ensuring timely completion of tickets while meeting service level agreements and customer satisfaction expectations
Contributing to and maintaining knowledge base documentation to improve first-call resolution and enable self-service
Works collaboratively with Level 1 Service Desk teams, peers, and engineering groups to support consistent processes and a strong user experience.
May also provide on-call or advanced support when required and must follow all corporate policies related to compliance, security, and technology use.