Cellular Technician Support | ABC Supply Careers

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)
Solid Microsoft Excel skills including functions like VLookup
Mobile Device Management (MDM) experience (VMware Workspace One, Blackberry UEM, Microsoft Intune, Apple Business Manager, etc.) a plus
Demonstrated ability to track tasks involving multiple groups and keep additional parties updated
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 and resolve 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

General:

Strong oral and written communication skills
Customer Service Experience
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
Participate in special projects as required
Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established timeframe

Extra Credit:

Benefits