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Cellular Technician

Job Id
Job Type
Regular, Full time
One ABC Parkway
Beloit, WI 53511
53 days ago

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Job Description

Required skills:

  • Understanding of mobile devices (iOS, Android, other) across the device and user lifecycle (device setup, migration, daily use, updates (application and Operating System) upgrades, user onboarding and offboarding)
  • Mobile Device Management (MDM) experience (VMware Workspace One, Blackberry UEM, Microsoft Intune, Apple Business Manager, etc.) a plus
  • Comfortable with in person and remote (phone, video conference) customer service
  • Responsible for timely resolution of assigned incidents and change requests using ITSM for creating and working incidents and change records
  • Ability to diagnose complex mobile device issues
  • Maintain existing and, as required, develop new documentation that will include but is not limited to Knowledge Base (KB) articles, Support Documentation, user guides, Diagrams and other project relevant materials adhering to organizational policies and standards


  • Strong oral and written communication skills
  • Customer Service Experience
  • Builds credibility and trust with customers and team members
  • Team player qualities: integrity, accountability, adaptability and motivation
  • Strong teamwork and collaboration skills
  • Critical thinking and problem-solving skills
  • Excellent multi-tasking and time management skills
  • Confidence helping users at all ability levels to utilize mobile devices productively
  • Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
  • Update and maintain user and device information in a variety of data systems including ServiceNow
  • Analyzes and recommends alternative solutions to meet customer needs
  • Identifies areas of opportunity to improve customer productivity
  • Participate in special projects as required
  • Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements

Extra Credit:

  • Apple Certified iOS Technician
  • Level 1 WISE Certification
  • Level 2 WISE Certification

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