Mobile Device Support Specialist

Position Summary

The Mobile Device Support Specialist will be responsible for the comprehensive lifecycle management, deployment, troubleshooting, and support of all company-issued and potentially BYOD mobile devices, ensuring secure and efficient access to enterprise resources. This role demands a strong understanding of mobile operating systems, device management platforms, and enterprise security principles.

Key Responsibilities

Provide Tier 1 and Tier 2 technical support for mobile devices (iOS, Android, Windows) via various channels

Configure, deploy, and provision new and replacement mobile devices for employees, including enrollment into Mobile Device Management (MDM) platforms.

Manage devices using MDM platforms (eg, Microsoft Intune, VMware Workspace ONE), enforcing security policies, managing applications, and ensuring compliance.

Troubleshoot complex hardware, software, network, and application issues related to mobile devices.

Enforce mobile security policies, including remote wipe, data encryption, multi-factor authentication (MFA), and access controls.

Maintain accurate inventory records of all mobile assets.

Assist with device procurement, contract management with cellular carriers, and expense optimization.

Create and update documentation including support processes, FAQs, and issue resolutions.

Educate end-users on mobile device best practices and security guidelines.

Collaborate with cross-functional IT and security teams to ensure seamless integration and operation of mobile services.

Stay current with industry trends and emerging mobile technologies and security threats.

Qualifications

Associate or Bachelor's degree in Information Technology, Computer Science, or a

related field (or equivalent experience).

3-5 years of experience in mobile device support or IT help desk roles, preferably in an enterprise environment

Hands-on experience supporting iOS and Android mobile devices.

Strong experience with MDM solutions (e.g. Microsoft Intune).

Solid understanding of mobile operating systems, Wi-Fi connectivity, VPN configuration, and mobile security protocols.

Experience with enterprise mobility solutions, including secure email, application distribution, and mobile content management

Knowledge of cybersecurity principles, secure mobile configurations, and information security risk management.

Excellent troubleshooting, analytical, and problem-solving skills.

Strong communication, interpersonal, and customer service skills.

Ability to work independently and manage multiple tasks and priorities effectively.

Familiarity with ticketing systems (ServiceNow)