We are seeking an EMM Intune-MDM(Mobile Device Management) - L2 professional to resolve, maintain and manage client’s software/hardware/network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction.
Requirements
- Resolve, maintain and manage client’s software/hardware/network
- Troubleshoot remotely MDM related errors
- Monitor and analyze application logs
- Manage Policy Groups
- Administer consistent policies across devices
- Analyze and report critical device information
- Creating and Maintenance of SSP for Client end users
- Implementing policies post approval in MDM
- System Backup management
- Troubleshooting Windows, Onsite Requirement
- Experience in Airtwatch MDM security skill set
- Knowledge of APK and Android application configuration and remote management using airwatch and do security controls
- Answer incoming calls and respond to customer?s emails in timely manner
- Research, identify, and resolve customer complaints using applicable software
- Route calls and tickets to appropriate resources and Domains who can best support the user
- L2/L3 ticket handling
- Patching support and product upgrade support
- Customer escalation management and control
- Recognize, document, and alert the management team of trends in customer calls
- Create SOPs for new Issues and resolution given
- Complete call logs and reports
- Educate customer about the smart phone product operation and maintenance procedures
- Complete service orders and service reports in a timely manner
- Manage incidents, service requests, change requests and queries raised by end user
- Escalate tickets to next level if support is required
- Log tickets with all field information into the service desk tool whenever required
- Coordinate onsite contractors for facility support as necessary
- Log tickets generated by alerts in the tools deployed for applications and infrastructure management
- Collaborate with other teams in case of any issue not being handled by the team and route calls to appropriate team/vendor
- Monitor the service desk tool for open and pending incidents and track for early closure
- Follow up with Vendor or Client's technical team for incident status and manage notifications and escalation
- Ensure that these devices are appropriately configured for the users
- Awareness mailer on tips and tricks
Benefits
- Competitive salary
- Benefits package
- Opportunities for growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for excellent performance
