Configuration Specialist Advisor

Role: Configuration Specialist Advisor

Location : Remote (Plano, TX)

Job Responsibilities & Qualifications:

• Transition customer MDM L3, L2 support to NTT Data and handover to steady state support team
• Provide Enterprise Mobility Management (EMM) administration support for End Users utilizing the EMM Portal
• Meet and manage service agreements with end users through selected ITSM within MDM L3 level agreements.
• Create or Edit EMM Documentation as needed, such as: Mobile device enrollment guides, Help-Desk FAQs and KB Articles.
• Create, submit, and provide various EMM reports periodically (Monthly or as needed), such as: Device related reports, User related reports and Policies related reports.
• Support Mobility MDM issues like severity 1 with Server Failure / widespread inability to access server or total loss of functionality & severity 2: Server Problems / Issues affecting some users, involving loss of a specific function
• Provide support in MEM, MAM, MCM Administration Mobile Email, Application, Content Management administration & EMM Policy Management
• Support our mobility customers by utilizing the EMM console for Changes, Enhancements and Reporting
• Provide MDM technical guidance regarding technology and proposed upgrades to current and future equipment for customers.
• Knowledge supporting end users using the following Mobile Device Management Products:
• Supporting mobility MDM customer environments on 24x7x365 basis.
• Provide technical guidance regarding technology and Mobility MDM proposed upgrades to current and future equipment for customers.
• Strong customer service skills; interfaces with customers, end users, partners, and associates
• Provide mobility MDM end user support in Adding or Deleting users from the EMM console, Performing remote device management actions like Device Wipe, Enterprise Wipe, and Password also Reset device enrolment, password, Configuration, Application, Email issues, DEP Enrollment etc.
• Participation in mobility MDM daily operations meeting, ensuring compliance and meet customer expectations for your respective sites.
• Troubleshoot Mobility MDM tasks, troubleshoot the MDM issues and escalate to the L3 MDM team accordingly.
• Enforce the customer MDM troubleshooting and resolution in quick time.
• Provide support in MDM, MAM(mobile email management administration) like list/list devices & pushing configuration profiles to the device utilizing the EMM Portal
• Supporting mobility MDM customer environments on 24x7x365 basis.

Desired Skills:

• MDM Tools: Microsoft Intune, Airwatch-Workspace ONE, XenMobile, SOTI, MaaS360, GOOD, BES, Telecom Lifecycle Management and Telecom Expense Management tools etc.
• Hands on experience on Mobile Platform: iOS, Android, Mac OS, Win 10

Minimum Requirements:

• Around 11 to 14yr overall or more experience working in IT industry
• At least 7yr to 9yr of hands-on experience in mobility MDM L3 team supporting on tools like Microsoft Intune /AirWatch-Workspace ONE/ XenMobile, SOTI, Blackberry Devices, BES (Blackberry Enterprise Server), MaaS360, GOOD etc.
• 1-3 yr Experience in Telecom Lifecycle Management/TLM in Fixed and Wireless Services, Inventory Management, Procurement & Provisioning, Invoice Management, despatch, vendor management, End-to-end Services for the planning, assessment, implementation, training, and ongoing management of mobile devices, auxiliary Equipment, associated Services, such as mobile data, hotspots, and tethering, Customer procurement, devices securely managed, and distributed to Authorized Users in a timely, accurate, and complete manner. The Service Provider s inventory management processes shall provide real-time visibility into mobile assets, reducing costs associated with lost or misplaced devices.
• 1-3 yr Experience in Telecom Expense Management/TEM in billing, invoicing, used various telecom expense management tools detailed, reporting on device usage, billing, invoicing, and Service performance for complete transparency and accountability.
• Working knowledge in troubleshooting all device platforms (iOS and Android, BlackBerry) with multiple applications.
• At least 3yr to 5yr of hands-on experience in MDM L2 team supporting on tools like Microsoft Intune, AirWatch/Workspace ONE, XenMobile, BlackBerry UEM, MobileIron, MaaS360 etc.
• Expert knowledge in troubleshooting on all device platforms (iOS and Android, BlackBerry) with multiple applications.
• Expert knowledge in troubleshooting all device platforms (iOS and Android, BlackBerry) with multiple applications.
• Good documentation skills
• Good verbal and written skills.
• Capable of effective communication
• Customer/Client facing skills
• Familiarly and theoretical knowledge of ITIL processes, preferred certification in ITIL foundation course.

Minimum Certifications or Professional Credentials:

Certifications in - MDM Tools Microsoft Intune /Airwatch-Workspace ONE/ XenMobile or MCSE / Microsoft Exchange Server certifications